Technical Operations Manager

City of London, London
Up to £65000 per annum + + Bonus
Full Time
SVG

Role: Technical Operations Manager - Systems, Projects & Support
Location: Shoreditch (Office-Based)
Salary: £65,000 + Performance-Related Bonuses


About the Company:

This rapidly scaling MSP delivers cloud, cybersecurity, VoIP, automation, and infrastructure services to a diverse and growing client base. With a strong focus on innovation and people development, the business offers a fast-moving, collaborative environment where technical leadership genuinely shapes how the company operates and grows.


The Opportunity:

We're seeking a hands-on Technical Operations Manager with strong MSP experience to lead an engineering team, act as the senior technical escalation point, and drive internal and client-facing transformation projects.

This is a pivotal role for an experienced technical leader who enjoys balancing deep technical involvement with people management, service quality, and operational improvements.


Key Responsibilities:

Technical Leadership & Escalation

  • Act as the senior escalation point for complex 3rd-line infrastructure, cloud, and networking issues.
  • Lead and govern technical delivery across:
    • Azure, Office 365, Windows Server
    • SonicWall firewalls, VPN & security
    • VMware/Hyper-V
    • 3CX VoIP & supporting network infrastructure
  • Own patching, maintenance standards, security alignment, and DR strategies.
  • Ensure high-quality documentation, deployments, and configuration practices.

Team Leadership & Performance

  • Line-manage 2nd & 3rd line engineers, conducting 1:1s, coaching, and skills development.
  • Drive a culture of accountability, high performance, and technical excellence.
  • Support recruitment, onboarding, and long-term progression within the technical team.

Project Delivery

  • Lead and deliver internal and client-focused technical projects including:
    • Cloud migrations
    • Infrastructure upgrades
    • VoIP deployments
    • Network/security improvements
  • Define scope, risks, timelines, and outcomes, ensuring delivery within agreed parameters.
  • Work cross-functionally with leadership, service delivery, and commercial teams.

Systems, Workflow & Process Development

  • Improve service desk operations, technical standards, and ITIL-aligned processes.
  • Monitor and enhance SLAs, KPIs, and client satisfaction metrics.
  • Support continuous service quality improvements and operational consistency.

Desirable Skills

These skills are beneficial but not core requirements for the role.

  • Experience with CRM or PSA platforms (Salesforce, Dynamics 365, Autotask, etc.)
  • Workflow automation using PowerShell, Power Automate, or SQL reporting
  • Experience with internal system optimisation or business process automation
  • Familiarity with ConnectWise, ServiceNow, or similar ITSM environments

What You'll Bring

  • At least 5 years in an MSP environment, with proven team leadership.
  • Strong hands-on technical experience across cloud, infrastructure, networking, and VoIP.
  • A background providing 3rd line escalation support in fast-paced MSP settings.
  • Solid experience delivering and overseeing technical projects.
  • Excellent communication and stakeholder management skills.
  • A proactive approach to standards, service improvement, and operational stability.

What We Offer

  • £65,000 base salary + performance-related bonuses
  • A structured development path with training and certifications
  • Ownership over internal systems, service quality, and technical direction
  • A collaborative, inclusive, and growth-focused culture
  • Direct influence over how the business scales its service delivery

If this sounds like the ideal next role for you, please apply now with an up-to-date CV to be considered.

Apply for this role