Managed Service Support

boxxe

For us, tech has never been about just hardware or software. It’s about people. It’s our meaningful relationships, deep expertise and practical know-how in technology that drive what we do. We put our customers, our partners and the environment at the heart of everything we do and our people are the difference that make the difference. At boxxe, we understand, we collaborate, we simplify, we care and we deliver; together we are making tech human. YOUR MISSION 💪 The Queue Manager is responsible for overseeing the effective flow, prioritisation and resolution of tickets across the IT managed service operation, ensuring work is managed in line with ITIL practices. This new role supports service stability and customer satisfaction by maintaining queue health, improving process adherence, coordinating escalations and driving timely resolution of incidents and service requests WHAT YOU’LL BE DOING 🎯 * Monitor and manage service queues to ensure incidents, requests and tasks are prioritised and allocated in line with agreed service levels. * Apply ITIL-aligned practices across Incident Management, Request Fulfilment, Problem Management and Major Incident support activities. * Review ticket backlogs, ageing items and breached cases, taking corrective action to restore control and improve throughput. * Coordinate with resolver groups, service desk analysts and technical teams to ensure accurate routing, timely updates and effective resolution. * Support escalation management for high-priority or business-critical issues, ensuring clear communication and appropriate ownership. * Maintain queue governance standards, including ticket quality, categorisation, prioritisation, documentation and closure accuracy. * Produce and analyse queue performance reports, identifying trends, bottlenecks and improvement opportunities. * Contribute to continual service improvement initiatives by recommending process, tooling and workflow enhancements. * Help ensure compliance with SLAs, OLAs and internal operational procedures. * Provide guidance and day-to-day support to analysts and coordinators on queue management best practice. * Reduction in backlog volume and ageing tickets * Improved SLA attainment and queue responsiveness * Higher quality ticket handling and reduced reassignments * Effective coordination during service peaks and priority incidents * Demonstrable contribution to continual service improvement outcomes WHAT EXPERIENCE WE THINK YOU’LL NEED 🚀 * Proven experience in an IT service desk, service operations or queue management role * Good working knowledge of ITIL principles, particularly Incident, Request, Problem and Change practices * Strong organisational skills with the ability to manage competing priorities in a fast-paced environment * Experience using ITSM tools to manage ticket workflows, reporting and service performance. * Strong attention to detail with a focus on data quality and process compliance * Ability to analyse operational data and turn findings into practical improvements. * Confident communicator able to work effectively with technical teams, stakeholders and customers * Demonstrated ability to coordinate escalations and maintain control during peak demand periods * ITIL Foundation certification preferred * Relevant experience in IT support, service operations or service management environments * Experience in managed services, enterprise IT or technical support environments would be advantageous     >  As an equal opportunity employer, we are committed to building a team that represents a variety of backgrounds, perspectives, > and skills. boxxe does not discriminate based on race, religion, colour, national origin, sexual orientation, gender identity, > age, marital status, veteran status, or disability status. All our employment is based on qualification, excellence, and > business need.

Techary

Techary redefines the way customers procure, implement, and support their organisations' technology, providing an innovative alternative to the traditional Managed Service Provider (MSP) / Value-Added Reseller (VAR) approach.  Our concept, “Technology, done differently”, embodies our belief that the way our customers consume and utilize technology should innovate at the same pace as the technology itself. Our customers range from small start-ups to global enterprises. From designing, deploying and managing infrastructure stacks within low-latency financial trading environments, to relocating the headquarters of a global fintech firm, our operations span multiple markets, industries and geographies. Techary have helped customers scale their operations globally, gain an advantage in financial markets, enabled mission-critical projects and, most importantly, implemented technology that delivers alpha-accelerating business transformation.   THE ROLE   As a 1st Line Support Engineer, you will be the first point of contact for our managed service customers, delivering professional, friendly, and effective technical support. This role is critical to our service delivery model and customer experience. You will handle incoming incidents and service requests, resolve common technical issues, and ensure all tickets are logged, triaged, and progressed in line with SLAs. For more complex issues, you will work closely with 2nd and 3rd line engineers, gaining exposure to a wide range of technologies and environments. This is an ideal role for someone who thrives in a fast-paced MSP environment, is passionate about customer service, and is hungry to learn and progress quickly.   KEY RESPONSIBILITIES:   Service Desk Support & Ticket Management   * Act as the first point of contact for customer support requests via phone, email, and ticketing system * Log, triage, prioritise, and manage incidents and service requests in line with SLAs * Resolve common 1st line issues efficiently while maintaining high customer satisfaction * Ensure accurate, clear, and consistent ticket documentation Technical Support   * Provide 1st line support across: - Windows 10/11 and macOS - Microsoft 365 (Outlook, Teams, OneDrive, SharePoint) - User account management (Active Directory / Entra ID) - Basic networking and connectivity issues - Printers, peripherals, and end-user devices * Perform password resets, user onboarding/offboarding tasks, and access requests * Escalate complex issues to 2nd line with high-quality diagnostics and context   Customer Experience & Communication   * Deliver a friendly, professional, and confident customer experience at all times * Set clear expectations with customers around resolution times and next steps * Represent the company’s values and service standards in every interaction * Handle high-volume support requests while maintaining attention to detail Collaboration & Continuous Improvement   * Work closely with 2nd and 3rd line engineers to ensure smooth escalation and resolution * Contribute to the knowledge base by documenting common fixes and procedures * Identify recurring issues and suggest improvements to processes or tooling * Actively engage in training and development to expand technical capability   ESSENTIAL SKILLS:   * Previous experience in a 1st line support or service desk role * Previous experience within an MSP environment is highly desirable * Strong customer service mindset with excellent communication skills * Working knowledge of: - Windows 10/11 - Microsoft 365 - Active Directory / Entra ID (basic user management) * Experience using ticketing systems (e.g. HaloPSA, ServiceNow, Freshservice, ConnectWise) * Ability to work effectively in a fast-paced, SLA-driven environment   DESIRABLE SKILLS:   * MSP experience supporting multiple customers and environments * Exposure to Intune, Azure AD, or endpoint management tools * Basic understanding of networking concepts (DNS, DHCP, VPNs) * Relevant certifications such as: - CompTIA A+ / Network+ - Microsoft Fundamentals (MS-900, AZ-900) * A clear desire to progress into 2nd line and beyond   BENEFITS   At Techary, we embrace a family culture and believe in working as a team to overcome any challenge we face.   Employee benefits include:   * Birthday as a free day holiday. * Social events run throughout the year. * Free breakfast, snacks and drinks. * Lunch provided Friday.   Job Type: Permanent EQUAL OPPORTUNITIES & DIVERSITY POLICY Techary is committed to promoting equality of opportunity for all staff and job applicants. We aim to create a working environment in which all individuals are able to make the best use of their skills, free from discrimination or harassment and in which all decisions are based on merit. Full details of Techary’s Equal Opportunity Policy are available upon request.

boxxe

For us, tech has never been about just hardware or software. It’s about people. It’s our meaningful relationships, deep expertise and practical know-how in technology that drive what we do. We put our customers, our partners and the environment at the heart of everything we do and our people are the difference that make the difference. At boxxe, we understand, we collaborate, we simplify, we care and we deliver; together we are making tech human. YOUR MISSION 💪 The Principal Architect plays a key role in driving growth across the Cloud & Infrastructure Practice. We’re looking for a highly technical leader to shape our solutions and services strategy alongside the Practice Director. You’ll act as the technical authority across Professional and Managed Services, guiding technology choices and leading our approach across key vendors. You’ll introduce new technologies, evolve our capabilities, and stay highly visible with internal and external stakeholders. This role is ideal for a senior or lead consultant ready to step away from day‑to‑day delivery and move into a strategic and forward‑looking position. WHAT YOU’LL BE DOING 🎯 * Build and maintain technical relationships with key stakeholders within customers and strategic vendors * Serve as technical authority across Professional Services and Managed Services for post‑sale customer engagements. * Provide senior‑level technical escalation for the PMO and Managed Service operations teams. * Collaborate with Professional and Managed Services leadership to implement new and improve existing service models. * Support the Practice Director on technical strategy and emerging technology adoption. * Taking a leading role in creating and embedding new packaged service offerings. * Build and maintain technical training and certification pathways for technical team skills development. * Undertake knowledge sharing and technical mentoring to aid skills development across technical teams. * Define, maintain, and standardise documentation, operating procedures, and implementation best practices. * Oversee demo and training lab environments for the Practice, support customer demonstrations as needed. * Collaborate with the ‘boxxe Labs’ product team to expand the portfolio of in-house developed software platforms that differentiate us in the market. WHAT EXPERIENCE WE THINK YOU’LL NEED 🚀 * 5+ years’ experience in a senior or lead consultant role, implementing large and complex infrastructure solutions in customer environments * Knowledge of key cloud technologies (cloud services, compute, data, storage, virtualisation,) * Certified to expert level in at least one of Microsoft Azure, VMware, Dell, and/or HPE. * Familiarity with infrastructure-as-code and IT automation tools * Strong organisational skills * Excellent quality of documentation * Exemplary communication skills * Flexibility to travel throughout the UK when needed * Matured commercial awareness * Ability to influence customers, vendors, and colleagues * Familiarity with any AI/ML frameworks, Kubernetes, or other cloud services (AWS, GCP etc.) is a benefit     >  As an equal opportunity employer, we are committed to building a team that represents a variety of backgrounds, perspectives, > and skills. boxxe does not discriminate based on race, religion, colour, national origin, sexual orientation, gender identity, > age, marital status, veteran status, or disability status. All our employment is based on qualification, excellence, and > business need.