IT Customer Support Manager

Customer IT Support Manager 

£45,000 to £50,000 

Location: Peterborough 
Office based working with regular attendance at customer sites 

35 hours per week (Mon – Fri) 

The Role 

As a Customer IT Support Manager, you will take full leadership and accountability for a Service Desk POD within a Managed Service Provider environment. 

You will be responsible for end-to-end service performance, customer experience, team development, and operational excellence. Your core purpose is to ensure customers receive an effortless, reliable, and high-quality support experience while leading and developing a high performing team of Service Desk engineers. 

This is a leadership role that blends people management, service ownership, financial awareness, and strategic contribution. You will ensure the Service Desk operates as a trusted, structured, and customer centric function aligned to business growth. 

What You Will Work On 

• Team Leadership & Culture 

Lead, mentor, and develop a high performance Service Desk team aligned to company values. 
Create a culture of accountability, ownership, and collaboration. 
Provide regular one to ones, structured feedback, and tailored development plans. 
Recognise success and address performance challenges constructively. 
Ensure clear communication, trust, and shared purpose across the POD. 

• Service Delivery Ownership 

Take full accountability for SLA performance, CSAT, service quality, and escalation management. 
Act as the primary escalation point for critical incidents and customer concerns. 
Ensure calm, confident, and structured handling of service challenges. 
Build strong, trust based customer relationships through regular engagement. 
Turn service issues into opportunities to strengthen long term partnerships. 

• Effortless Customer Experience is central to this role and means: 

Clear and proactive communication 
Strong ownership from first contact to resolution 
Minimal disruption to customers 
Consistent and predictable delivery 
Structured, professional escalation handling 

You will embed this mindset into the team’s culture and processes so service quality is consistent and not dependent on individuals. 

• MSP Operational Excellence 

Operate effectively within an MSP model, balancing commercial pressure, contractual obligations, and customer expectations. 
Maintain oversight of ticket queues, workload prioritisation, and performance trends. 
Ensure smooth onboarding of new customers and seamless handover from Projects to Support. 
Drive root cause analysis and long term solutions rather than reactive fixes. 
Ensure governance, reporting, and system accuracy across all Service Desk tooling. 

• Performance, KPIs & Continuous Improvement 

Define and manage KPIs relating to SLA, CSAT, quality, productivity, and efficiency. 
Use data and insight to inform decision making and drive improvement. 
Identify process enhancements to reduce friction and increase consistency. 
Champion continual service improvement aligned to industry best practice. 

• Process, Technology & Innovation 

Review and optimise Service Desk processes to improve both efficiency and customer experience. 
Drive adoption of automation, tooling, and AI where appropriate. 
Stay informed on MSP market trends and emerging technologies. 
Challenge existing ways of working to identify smarter, simpler approaches. 

• Financial & Strategic Contribution 

Manage POD budget responsibly, supporting forecasting and financial planning. 
Ensure effective resource allocation to meet service and margin targets. 
Align team objectives with wider company strategy and long term growth plans. 
Contribute to department profitability through structured, commercially aware service delivery. 

Main Tasks 

Lead and develop the Service Desk team to achieve measurable performance improvements. 
Conduct regular one to ones, performance reviews, and tailored training plans. 
Own customer escalations and ensure transparent, structured problem management. 
Maintain cadence of customer meetings, reporting, and engagement. 
Monitor SLA performance and quality scores. 
Oversee onboarding and internal handovers between Sales, Projects, and Support. 
Collaborate with Professional Services, Business Development, and Leadership teams. 
Drive long term improvements in service consistency and customer satisfaction. 

Measurable Outcomes 

Consistent achievement of SLA and quality targets. 
Improved CSAT and strengthened customer loyalty. 
Reduced customer churn through proactive service improvement. 
Demonstrable efficiency gains through process and AI adoption. 
Improved team performance through coaching and structured development. 
Delivery of departmental margin and financial targets. 

Qualifications & Requirements 

Essential 

Right to Work in the UK 
Full UK Driving License 
Willingness to attend customer sites where required 

Subject to security and pre employment checks including DBS, Counter Terrorism Check CTC, and site specific clearance requirements. 

Experience & Knowledge 

Minimum 2 years in a similar Service Desk leadership role, 3 years desirable. 
Strong experience within an MSP environment. 
Proven experience developing and mentoring teams. 
Experience aligning team objectives to wider business strategy. 
Commercial awareness with exposure to budgeting and financial oversight. 
Experience using data to drive performance improvement. 

ITIL v4 certification desirable, or equivalent hands on service management experience. 

Strong working knowledge of: 

Incident, Problem, and Change Management 
Continual Service Improvement frameworks 
MSP Service Desk tooling and KPI reporting 
Data driven service performance management 

Why work for us? 

Here at the HBP Group we are passionate about our business and our customers, and believe our people are our most valuable asset. Driven by our commitment to creating a great place to work for all our staff, we are always looking for ways to improve our employee experience. 

Accredited to The Living Wage Foundation, we are a Real Living Wage Employer and this year we were awarded Best Companies "Outstanding" accreditation. However, we’re not going to stop there and are focused on achieving 3 Star “World Class employer to work for” accreditation in the future. 

That’s why it’s a great time to join The HBP Group… As we continue our successful journey with exciting and achievable growth plans, we want to focus not only on our overall commercial objectives but creating a great working environment for our staff to thrive. 

So, on top of the normal benefits, we think some of the amazing reasons to join us are: 

• 28 days of holiday, plus bank holidays = 36 days holiday total! – Prorated for part time employees.
  
• 
  Option to sell back holiday* 
• Salary Sacrifice Pension Scheme*
  
• A pro-active team of staff and this includes a Mid-Year and Year End Appreciation Party. We also have a number of themed office days including for Pancake day
  and also to support our chosen charities. 
• A friendly inclusive environment across the whole office – we really are a great bunch!
  
• Enhanced Maternity Pay *
  
• Enhanced Paternity Pay *
  
• Enhanced Bereavement Leave, with our “Time to say goodbye leave”
  
• Free lunches
  
• Casual business dress code (with option to choose from our free workwear wardrobe selection)
  
• Christmas Thank You Bonus *
  
• Support and guidance from your very first day!
  
• Tailored Training Plans to support success in your role.
  
• Personal Development Plans to support career advancement.
  
• On-site parking
  
• Company Sick Pay *
  
• Wellness activities
  
• Salary Sacrifice Electric Car Scheme*
  
• Salary Sacrifice Bike to Work Scheme*
  
• Salary Sacrifice Child Care Vouchers
  

* Length of service / eligibility criteria 

Salary of between £45,000 to £50,000 per annum (depending on experience). 

Closing Date: 27th March 2026 

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.