Client Services Manager

About the role

Nextech is seeking an experienced Client Services Manager to lead its Service Desk in Middlesbrough. Reporting directly to the Managing Director, you will own the end‑to‑end performance of the desk, drive a high‑quality client experience and manage a team of technical stack leads.

Key responsibilities

• Take full ownership of the Service Desk, ensuring SLA, KPI and client expectations are consistently met.
• Directly manage and develop technical stack leads, providing coaching, performance management and clear direction.
• Build a robust management structure with clear escalation paths across all technical disciplines.
• Act as the primary escalation point for major incidents and high‑priority client issues.
• Report Service Desk performance, risks and improvement initiatives to the Managing Director.
• Drive continuous improvement of processes, tooling and ways of working.
• Maintain and grow client relationships at a service level, ensuring satisfaction and identifying upsell opportunities.
• Monitor resourcing, workload and capacity, adjusting as needed to maintain service quality.

Required profile

• Proven experience managing a Service Desk or client services function, preferably in a technology or managed‑services environment.
• Strong leadership skills with experience managing managers or team leads.
• Track record of driving performance improvement and accountability.
• Excellent communication skills, comfortable reporting to senior leadership and managing senior client relationships.

Required skills