Head of Technical Services

Overview of the Role

The Head of Technical Services is a hands-on operational leader whos responsible for delivering MSP services across desktop, server, and M365 environments. The role is execution-heavy (80%+), focused on daily service delivery, technical escalations, tool optimization, and SLA compliance. It requires deep MSP experience and hands-on expertise across the core MSP technology stack, with a strong bias toward operational excellence over strategic planning.

Main duties include:

• Manage ITIL-aligned processes including incident, problem, change, and request management
• Act as the senior escalation point for major incidents and complex technical issues
• Ensure proactive monitoring, maintenance, and continual improvement across all services
• Own the full service lifecycle and ensure seamless coordination between technical functions
• Support Sales, Pre-Sales, and Account Management with technic...