Customer IT Support Manager
| Dyddiad hysbysebu: | 27 Chwefror 2026 |
|---|---|
| Cyflog: | £45,000 i £50,000 bob blwyddyn |
| Oriau: | Llawn Amser |
| Dyddiad cau: | 29 Mawrth 2026 |
| Lleoliad: | Peterborough, Eastern England |
| Gweithio o bell: | Ar y safle yn unig |
| Cwmni: | HBP Systems Ltd |
| Math o swydd: | Parhaol |
| Cyfeirnod swydd: | Customer IT Support Manager |
Crynodeb
Customer IT Support Manager
Salary: £45,000 to £50,000
Location: Peterborough
Office based with regular customer site engagement
The Opportunity
We are looking for an experienced Customer IT Support Manager to take full ownership of a dedicated Service Desk POD within our Managed Service Provider environment.
This is a leadership role with genuine responsibility and impact. You will be accountable for service performance, customer experience, and the development of your team, ensuring customers receive a reliable, consistent, and high quality support service.
You will lead from the front, acting as the senior escalation point, building trusted customer relationships, and driving continual improvement across service delivery.
This role is ideal for someone currently leading a Service Desk or senior support function who wants greater ownership, influence, and the opportunity to shape service quality and team performance.
About The HBP Group
The HBP Group is an award winning technology partner with offices in Scunthorpe, Hull, and Peterborough. We support organisations across the UK with IT, software, and infrastructure solutions, combining deep technical expertise with long term customer partnerships.
We are proud to be recognised as a Best Companies Outstanding organisation and a Real Living Wage Employer, reflecting our commitment to creating a great place to work.
The Role
As Customer IT Support Manager, you will have full leadership and accountability for a Service Desk POD, ensuring excellent service delivery, strong team performance, and a consistently positive customer experience.
You will operate with ownership and autonomy, balancing operational leadership, customer engagement, and continual service improvement.
Key Responsibilities
Team Leadership and Development
• Lead, mentor, and develop a high performing Service Desk team
• Conduct regular one to ones, performance reviews, and development planning
• Create a culture of accountability, ownership, and continuous improvement
• Support engineers in developing their technical and professional capability
Service Delivery and Customer Ownership
• Take full ownership of SLA performance, service quality, and escalation management
• Act as the senior escalation point for critical incidents and customer concerns
• Build strong, trusted relationships with customers through regular engagement
• Ensure structured, professional, and consistent service delivery
Operational and Service Excellence
• Maintain oversight of ticket queues, workload prioritisation, and team performance
• Ensure smooth onboarding and handover of customers into support
• Drive root cause analysis and long term service improvements
• Ensure governance, reporting accuracy, and operational consistency
Performance and Continuous Improvement
• Define and manage KPIs relating to SLA performance, customer satisfaction, and efficiency
• Use service data and insight to drive improvements and informed decision making
• Identify and implement process improvements, automation, and smarter ways of working
Financial and Strategic Contribution
• Support POD budgeting, forecasting, and resource planning
• Ensure effective use of team capacity to meet service and financial targets
• Align team performance with wider business objectives and growth plans
Experience and Requirements
Essential:
• Minimum 2 years in a Service Desk leadership or management role
• Strong experience working within an MSP environment
• Proven experience mentoring, coaching, and developing engineers
• Strong understanding of service management and escalation handling
• Excellent communication and customer engagement skills
• Full UK Driving Licence and willingness to travel when required
• Right to work in the UK
You must also be able to complete pre employment checks including DBS, Counter Terrorism Check CTC, and customer specific clearance where required.
Desirable:
• ITIL v4 certification or equivalent service management experience
• Experience using service data and KPIs to improve performance
• Experience contributing to budgeting and operational planning
Why work for us?
At The HBP Group, our people are at the heart of everything we do. We are passionate about delivering for our customers and creating a workplace where our team can thrive.
We are proud to be an accredited Real Living Wage Employer and to have achieved Best Companies “Outstanding” accreditation. Our ambition does not stop there as we continue working towards 3 Star World Class employer status.
It is an exciting time to join us as we continue to grow with clear, achievable plans and a strong focus on both commercial success and a positive, supportive working environment.
You can view our full list of benefits and learn more about us on our website.
Closing Date: 27th March 2026
We reserve the right to close this role early depending on application volumes.
We reserve the right depending on application numbers to close or extend the closing dates for positions; we would therefore recommend an early application.
Due to the high number of applications, we thank all applicants for their interest; however, only those selected for an interview will be contacted.
Salary: £45,000 to £50,000
Location: Peterborough
Office based with regular customer site engagement
The Opportunity
We are looking for an experienced Customer IT Support Manager to take full ownership of a dedicated Service Desk POD within our Managed Service Provider environment.
This is a leadership role with genuine responsibility and impact. You will be accountable for service performance, customer experience, and the development of your team, ensuring customers receive a reliable, consistent, and high quality support service.
You will lead from the front, acting as the senior escalation point, building trusted customer relationships, and driving continual improvement across service delivery.
This role is ideal for someone currently leading a Service Desk or senior support function who wants greater ownership, influence, and the opportunity to shape service quality and team performance.
About The HBP Group
The HBP Group is an award winning technology partner with offices in Scunthorpe, Hull, and Peterborough. We support organisations across the UK with IT, software, and infrastructure solutions, combining deep technical expertise with long term customer partnerships.
We are proud to be recognised as a Best Companies Outstanding organisation and a Real Living Wage Employer, reflecting our commitment to creating a great place to work.
The Role
As Customer IT Support Manager, you will have full leadership and accountability for a Service Desk POD, ensuring excellent service delivery, strong team performance, and a consistently positive customer experience.
You will operate with ownership and autonomy, balancing operational leadership, customer engagement, and continual service improvement.
Key Responsibilities
Team Leadership and Development
• Lead, mentor, and develop a high performing Service Desk team
• Conduct regular one to ones, performance reviews, and development planning
• Create a culture of accountability, ownership, and continuous improvement
• Support engineers in developing their technical and professional capability
Service Delivery and Customer Ownership
• Take full ownership of SLA performance, service quality, and escalation management
• Act as the senior escalation point for critical incidents and customer concerns
• Build strong, trusted relationships with customers through regular engagement
• Ensure structured, professional, and consistent service delivery
Operational and Service Excellence
• Maintain oversight of ticket queues, workload prioritisation, and team performance
• Ensure smooth onboarding and handover of customers into support
• Drive root cause analysis and long term service improvements
• Ensure governance, reporting accuracy, and operational consistency
Performance and Continuous Improvement
• Define and manage KPIs relating to SLA performance, customer satisfaction, and efficiency
• Use service data and insight to drive improvements and informed decision making
• Identify and implement process improvements, automation, and smarter ways of working
Financial and Strategic Contribution
• Support POD budgeting, forecasting, and resource planning
• Ensure effective use of team capacity to meet service and financial targets
• Align team performance with wider business objectives and growth plans
Experience and Requirements
Essential:
• Minimum 2 years in a Service Desk leadership or management role
• Strong experience working within an MSP environment
• Proven experience mentoring, coaching, and developing engineers
• Strong understanding of service management and escalation handling
• Excellent communication and customer engagement skills
• Full UK Driving Licence and willingness to travel when required
• Right to work in the UK
You must also be able to complete pre employment checks including DBS, Counter Terrorism Check CTC, and customer specific clearance where required.
Desirable:
• ITIL v4 certification or equivalent service management experience
• Experience using service data and KPIs to improve performance
• Experience contributing to budgeting and operational planning
Why work for us?
At The HBP Group, our people are at the heart of everything we do. We are passionate about delivering for our customers and creating a workplace where our team can thrive.
We are proud to be an accredited Real Living Wage Employer and to have achieved Best Companies “Outstanding” accreditation. Our ambition does not stop there as we continue working towards 3 Star World Class employer status.
It is an exciting time to join us as we continue to grow with clear, achievable plans and a strong focus on both commercial success and a positive, supportive working environment.
You can view our full list of benefits and learn more about us on our website.
Closing Date: 27th March 2026
We reserve the right to close this role early depending on application volumes.
We reserve the right depending on application numbers to close or extend the closing dates for positions; we would therefore recommend an early application.
Due to the high number of applications, we thank all applicants for their interest; however, only those selected for an interview will be contacted.