Service Manager - Managed Services

Service Manager (Managed Services & IT Support)

Location: Edinburgh
Reporting To: Managing Director
Working Hours: Monday to Friday, 08:30 - 17:00
Salary: Competitive (dependent on experience) + Bonus Opportunity

The Opportunity

An exciting opportunity has arisen for an experienced Service Manager to join a growing technology services business in Edinburgh. Following recent investment and a renewed focus on long-term growth, the business is seeking a hands-on leader who can take ownership of the service function, drive operational excellence, and play a key role in shaping the future direction of the organisation.

Reporting directly to the Managing Director, this role offers significant influence across the business and the wider group of companies. The successful candidate will have the opportunity to impact service delivery strategy, contribute at a senior level, and help support the continued growth and transformation of the organisation.

About the Business

The company operates as a Managed Services and Professional Services Provider, supporting a diverse customer base including professional services organisations and law firms. Many clients are currently utilising Google based environments and are increasingly transitioning towards Microsoft technologies.

Alongside core managed services, the business has a growing focus on Microsoft-based infrastructure, cloud technologies, and cyber security services, making this an excellent opportunity for someone who is passionate about modern IT service delivery and security best practices.

The Role

The Service Manager will take responsibility for the day-to-day leadership of the support function, managing a small technical team while remaining technically credible and able to support escalations when required.

You will lead a small team, including support engineers and ensuring high levels of customer satisfaction, operational efficiency, and service quality across the business.

This is an ideal role for an experienced 3rd Line Support Engineer, Senior Support Engineer, Team Leader, or Service Desk Manager looking to step into a broader leadership position.

Key Responsibilities

• Lead and manage the service desk and support function.
• Provide leadership, mentoring, and development for a team of support engineers.
• Act as the escalation point for complex technical and service issues.
• Ensure service levels and customer expectations are consistently met.
• Drive continual service improvement and operational best practice.
• Coordinate service delivery across multiple group companies.
• Work closely with the Managing Director to support business growth initiatives.
• Contribute to strategic planning and long-term technology direction.
• Support customer migrations and adoption of Microsoft technologies.
• Oversee cyber security-related service delivery and ensure appropriate standards are maintained.
• Build strong relationships with clients and stakeholders.
• Ensure effective resource planning, workload management, and service performance reporting.

Skills & Experience Required

Essential

• Previous experience within a Managed Service Provider (MSP) or Professional Services environment.
• Strong background in technical support, 3rd Line level or above.
• Demonstrable experience leading, mentoring, or managing technical teams.
• Excellent customer service and stakeholder management skills.
• Strong understanding of Microsoft technologies and cloud-based solutions.
• Experience managing escalations and service delivery processes.
• Commercial awareness and a proactive, ownership-driven approach.
• Excellent communication and leadership capabilities.

Desirable

• Experience professional organisations in a managed service capacity.
• Knowledge of Microsoft 365, Azure, and modern workplace technologies.
• Cyber security awareness and experience supporting security-focused services.
• ITIL Foundation or similar service management qualification.

What's on Offer

• Opportunity to shape and influence the future direction of the business.
• Significant visibility and exposure to senior leadership.
• Direct reporting line to the Managing Director.
• Involvement in strategic decision-making across a group of companies.
• Long-term investment and growth plans.
• Performance related bonus scheme.
• 32 days annual leave.
• 5% employer pension contribution.
• Cash health plan (being introduced shortly).
• No out-of-hours support requirement.
• Monday to Friday working pattern with an excellent work-life balance.