Lead with purpose. Elevate our service. Create unrivalled experiences.
At Stridon, we’re driven by our values – integrity, empathy, creativity, and continual improvement. We deliver exceptional experiences, not just services, and we’re looking for a Managed Services Lead who shares this mindset.
If you love leading people, improving operations, solving complex problems, and shaping a high‑performing managed services function, this role is for you.
What You’ll Do
Leadership & Team Development
- Provide hands-on, supportive leadership that drives accountability and high performance.
- Coach, mentor and develop team members through structured feedback, skills development and clear pathways for growth.
- Oversee workload, escalations, and alignment to SLAs and KPIs.
Technical Leadership
- Provide guidance across Microsoft 365, Azure, Entra, Intune, Windows Server/AD, networking, backup/DR, and security fundamentals.
- Lead troubleshooting and root cause analysis ensuring long-term fixes.
- Enhance tools, processes, and service reliability.
Operational Management
- Lead daily stand-ups, backlog reviews, and escalation routines.
- Maintain strong workflow discipline and excellent queue hygiene.
- Govern the full ITSM lifecycle across incidents, requests, problems, and changes with consistency ensuring quality, consistency and reduction of repeat issues.
- Maintain and enhance operational playbooks, SOPs and process documentation.
- Collaborate cross functionally to provide smooth service operations.
Service Quality, Reporting & Continuous Improvement
- Produce clear, actionable reporting for internal and client audiences covering areas such as: SLA performance, CSAT, MTTR, first time fix rates, backlog health etc.
- Identify and implement service and efficiency improvements.
- Champion automation and AI to increase consistency and reduce manual effort.
- Lead continuous improvement initiatives that uplift client experience and operational effectiveness.
Client Engagement & Governance
- Act as an escalation point for priority issues.
- Join service reviews and governance sessions, working cross functionally with the Head of CX and Director of Technology.
- Turn client insight into meaningful operational improvements.
What You’ll Bring
- MSP/MSSP background across support or infrastructure.
- Practical experience across Microsoft 365, Azure, Entra, Intune; Windows Server, Active Directory, virtualisation; networking fundamentals; backup/DR; and security basics.
- Experience using ITSM and service management platforms such as Halo, ServiceNow or ConnectWise.
- Proven leadership of technical teams and deep operational discipline.
- Solid understanding of ITIL aligned processes including incident, request, problem and change management.
- Excellent communication and relationship-building skills, both internally and with clients, with the ability to explain technical concepts clearly to both technical and nontechnical audiences.
- A values-led approach aligned with Stridon’s culture.
- Certifications in ITIL, Microsoft, Azure, or security are high desirable.
Ready to lead the future of managed services?
We’d love to hear from you.
How to Apply: Please send your CV and cover letter to jobs@stridon.co.uk
