EMBS Ltd © 2024
Kelly Fowler
Lead Talent Partner
Full Time
Derby, Derby
£0
We're working with a newly forming Managed Service Provider with an automation and AI-enabled services arm. The founding team brings deep MSP heritage and commercial leadership from the SME owner-managed business space.
The MSP foundation is built first — solid, reliable, client-focused delivery — with automation and AI layered on top as a genuine differentiator, not a hype-led AI play.
Why This Hire Matters
One person currently carries the entire MSP delivery load. This role exists to take daily pressure off that individual, raise the client experience standard, and create the platform for the next wave of hires — including apprentices and a first-line engineer.
This is hire number two. Gravitas, judgement and communication matter as much as technical skill.
Purpose of the Role
Own Daily Delivery
Take ownership of ticket management, incident resolution and client communication.
Free Senior Capacity
Handle the bulk of issues independently, escalating only genuine third-line or project work.
Grow Into Leadership
Become a mentor and lead figure as apprentices and junior engineers join around you.
Key Responsibilities
Service Desk Ownership
• Manage tickets, incidents, client communications and escalations to a solid second-line standard.
• Act as the primary point of contact for day-to-day service delivery.
Client Relationships
• Build trusted relationships with owner-managed business clients.
• Maintain a calm, professional and reassuring presence at all times.
Documentation & Process
• Document client environments and internal processes to a standard that supports future team growth.
Automation Contribution
• Identify repetitive client workflows that could be improved or automated.
• Contribute to the company's automation roadmap as it develops.
Essential Skills & Experience
• Demonstrable MSP background with experience serving SME and owner-managed clients.
• Strong working knowledge of Microsoft 365, Windows Server, networking, endpoint management, backup and security tooling.
• Ability to translate technical issues into clear, reassuring language for non-technical business owners.
• Solid second-line capability — able to handle the majority of issues independently.
Desirable Experience
These are advantages, not blockers. The right character and second-line foundation come first.
3 June 2026
We are thrilled to announce the opening of our new Dublin office, marking a significant milestone in the growth of EMBS and our long-term commitment to Ireland's booming engineering and energy sector.
7 April 2026
EMBS Group achieves triple ISO certification - including ISO 42001 for AI
7 April 2026
EMBS appoints James Wall as Group Director and Co‑Owner
EMBS Ltd © 2024