Mercury Hampton Ltd
Service Manager - Managed Services
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Service Manager - Managed Services
Service Manager (Managed Services & IT Support)
Location: Edinburgh Working Hours: Monday to Friday, 08:30 - 17:00 Salary: Competitive (£45,000 - £65,000 per annum, dependent on experience) + Performance-related bonus
The Opportunity
An exciting opportunity has arisen for an experienced Service Manager to join a growing technology services business in Edinburgh. Following recent investment and a renewed focus on long-term growth, the business is seeking a hands-on leader to :
- Take ownership of the service function
- Drive operational excellence
- Shape the future direction of the organisation
Reporting directly to the Managing Director, this role offers significant influence across the business and all group companies. The successful candidate will:
- Contribute at a senior level
- Impact service delivery strategy
- Support the organisation’s continued growth and transformation
About the Business
The company operates as a Managed Services and Professional Services Provider, supporting clients including:
- Professional services organisations
- Law firms
Many clients currently utilise Google-based environments, with a growing trend towards Microsoft technologies.
The business also offers:
- Growing focus on Microsoft-based infrastructure
- Cloud technologies
- Cyber security services
This role is ideal for someone passionate about modern IT service delivery and security best practices.
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The Role
The Service Manager will oversee:
- The day-to-day leadership of the support function
- A small technical team while maintaining technical credibility
- Support for escalations when required
Key responsibilities include:
- Leading and managing the service desk and support function
- Providing leadership, mentoring, and development for a team of support engineers
- Acting as the escalation point for complex technical and service issues
- Ensuring service levels meet customer expectations
- Driving continual service improvement and operational best practice
- Coordinating service delivery across multiple group companies
- Collaborating closely with the Managing Director to support business growth initiatives
- Contributing to strategic planning and long-term technology direction
- Supporting customer migrations to Microsoft technologies
- Overseeing cyber security-related service delivery
- Building strong client and stakeholder relationships
- Managing resource planning, workload, and service performance reporting
Ideal for: Experienced 3rd Line Support Engineers, Senior Support Engineers, Team Leaders, or Service Desk Managers looking to step into broader leadership.
Skills & Experience Required
Essential
- Previous experience within a Managed Service Provider (MSP) or Professional Services environment
- Strong background in technical support at 3rd Line (or above)
- Demonstrated experience in leading, mentoring, or managing technical teams
- Exceptional customer service and stakeholder management skills
- Deep understanding of Microsoft technologies and cloud-based solutions
- Experience in managing escalations and service delivery processes
- Commercial awareness with a proactive, ownership-driven approach
- Strong communication and leadership capabilities
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Desirable
- Experience supporting professional organisations in a managed service capacity
- Knowledge of Microsoft 365, Azure, and modern workplace technologies
- Cyber security awareness and experience in security-focused services
- ITIL Foundation (or similar) service management qualification
What's on Offer
- Opportunity to shape and influence the business’s future direction
- Significant visibility and exposure to senior leadership
- Direct reporting to the Managing Director
- Strategic decision-making across a group of companies
- Investment in long-term growth plans
- Performance-related bonus scheme
- 32 days annual leave
- 5% employer pension contribution
- Cash health plan (being introduced shortly)
- No out-of-hours support requirement
- Monday to Friday working pattern with an excellent work-life balance
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