IT Manager

We are seeking an experienced IT Manager to lead and oversee our technical operations and service delivery function.

This role is responsible for ensuring that the technical team delivers high-quality, reliable, and secure IT services to clients in a structured and predictable way. You will have overall responsibility for service delivery, team leadership, and operational performance, acting as the key link between the technical team, management, and customers.

You will oversee the technical team, and ensure standards, priorities, and expectations are clearly set and consistently met.

Key Responsibilities:

Service Delivery & Operations

• Own and manage technical service delivery, SLAs, and customer satisfaction

• Oversee ticket queues, prioritisation, escalation paths, and workload balancing

• Act as the primary escalation point for complex service and delivery issues

• Ensure consistent, high-quality delivery of support and projects

• Run operational meetings, service reviews, and project planning sessions

• Ensure onboarding and offboarding of clients is smooth and well-controlled

Team Leadership

• Line-manage the technical team

• Identify skills gaps and training requirements within the team

• Foster a calm, structured, and professional working environment

• Ensure expectations around communication, documentation, and quality are clear

Security & Compliance

• Oversee Cyber Essentials and Cyber Essentials Plus delivery across the business

• Be a certified Cyber Essentials and Cyber Essentials Plus Advisor, or be confident in achieving certification within 12 months

• Ensure security standards, patching, and best practices are followed consistently

• Work closely with senior technical lead on internal infrastructure, risk reduction and compliance

• Ensure documentation and audit requirements are met and maintained

Collaboration

• Work closely with the senior management team on technical strategy and standards

• Collaborate with the General Manager and Head of Commercial on planning and priorities

• Clearly communicate risks, capacity constraints, and delivery timelines

Do you have a valid Driving Licence license?, Do you have experience in Technical support?, Essential

• Proven experience managing IT service delivery in an MSP or similar environment

• Strong people-management skills with experience leading technical teams

• Clear understanding of service delivery, SLAs, and operational controls

• Confidence overseeing senior technical staff

• Familiarity with compliance frameworks and security best practice

• Experience improving operational structure, documentation, and consistency

• Excellent communication skills

• Full clean driving licence and own vehicle

• Residing in local area, this is an onsite role

Cyber Essentials Requirement

• Certified Cyber Essentials and Cyber Essentials Plus Advisor, OR

• Strong practical experience with Cyber Essentials and confidence in passing the required advisor exams within 12 months, * IT management: 2 years (preferred)

• Cycle to work scheme
• Free parking
• Paid volunteer time

RJ Cortel Ltd is an award winning MSP who have been supporting businesses since 2001. Starting out as telephony specialists and evolving into a trusted technology partner. Today, we deliver a full suite of services, including IT support, connectivity, and office security solutions. We help organisations stay connected, secure, and ahead of the curve. Our growth is built on innovation, reliability, and a team that genuinely cares about making technology work for our clients. This is an exciting time for us-we're actively expanding and investing to take our services to the next level. Our team is passionate, friendly, and committed to excellence, and we're looking for like-minded professionals who want to make a real impact. If you're ready to join a forward-thinking company where your ideas matter and your career can grow alongside the business, RJ Cortel Ltd is the place for you.