The Future of IT is Human. Be a Part of It.

Career Opportunities

At IDT, we believe technology is only as good as the people behind it. We work on the front line to keep businesses connected and protected in a world filled with constant cyber threats. We focus on real people and real solutions. No jargon, no robots, just a team that cares about making a genuine difference for the businesses we support.

IDT was created by people who were tired of the same predictable IT experience. We wanted something better. Something honest, straightforward and built on clever thinking rather than buzzwords.

Job Description: Account Manager

Department: Client Services
Reports to: Client Services Team Lead
Type: Full time

Job Overview
As an Account Manager at IDT, you will build strong, long‑term relationships with clients based on trust, transparency, and clear communication. You will understand their goals, challenges, and business priorities, ensuring our services and solutions genuinely support their success. You will work closely with colleagues across technical, projects, and support teams, acting as one team to create a seamless experience for every client. You will take ownership of account health, deliver honest updates even when things are difficult, and maintain a high level of care and quality in everything you do. Curiosity, continuous learning, and a human approach sit at the heart of this role.

Key Responsibilities
• Serve as the primary point of contact, building strong, trust‑based relationships with clients.
• Understand client objectives and ensure our services and roadmaps align with their business goals.
• Manage the commercial relationship, including renewals, cross‑sell and upsell opportunities, and contract compliance.
• Manage new customer enquiries through the full sales cycle when required.
• Act as the internal advocate for clients, ensuring their priorities are clearly represented across departments
• Attend client sites for meetings, reviews, and relationship management.

Operational Responsibilities
• Maintain accurate records of client interactions, contracts, and agreements.
• Monitor overall account health, including service performance, satisfaction trends, and risk indicators.
• Coordinate with internal teams to ensure consistent, high‑quality delivery of services.
• Prepare and deliver regular account reviews and reports.
• Collaborate with the technical team to design tailored solutions, structuring quotes and proposals that balance technical recommendations and business needs.
• Work with vendors and suppliers to source and build solutions, ensuring competitive pricing and timely delivery.

Customer Experience
• Communicate proactively with clients, offering updates, insights, and meaningful recommendations.
• Respond promptly and professionally to questions or concerns, keeping communication simple and human.
• Ensure transparency in all interactions, especially when issues arise or expectations change.
• Act as the escalation point for client issues and work collaboratively with internal teams to resolve them quickly.

Continuous Improvement
• Identify opportunities to improve client experience and share insights with the wider team.
• Recommend enhancements to processes, materials, tools, and communication methods based on client feedback.
• Stay informed on industry trends and emerging technologies to provide informed, strategic advice.
• Contribute to developing consistent, high‑quality account management practices within the team.

Skills and Experience
• Proven experience in account management, client success, or relationship management, ideally within the IT or MSP sector.
• Strong commercial awareness with experience managing renewals and growth opportunities.
• Excellent communication skills, with the ability to explain complex information in clear, simple language.
• A customer first mindset, focused on trust, transparency, and long-term relationships.
• Full UK driving licence and willingness to travel to client sites.
• Strong organisational skills and the ability to manage multiple accounts and priorities.
• Familiarity with quoting tools, CRM systems, or PSA platforms.
• Understanding of modern IT solutions (Microsoft 365, cloud services, cyber security, networking etc.)

What We Offer
• A supportive, collaborative team culture built on shared learning and trust.
• Opportunities to develop your skills and contribute to the future of our client experience.
• A role where your work directly shapes client success and long-term partnerships.
• An environment that values honesty, curiosity, and meaningful human connection.

Benefits
• Competitive salary
• EV car salary sacrifice scheme
• Free, on-site parking
• 20 Days of Annual leave (excluding bank holidays and the period between Christmas and New Years), increasing in line with tenure
• Quarterly all-team socials
• Employee discount scheme
• Company contributed pension scheme
• Excellent career opportunities with a fast-growing business
• The chance to work with a diverse portfolio of clients across multiple industries

Job Description: Escalations Support Engineer (2nd/3rd Line)

Department: Support Team
Reports to: Escalations Team Leader
Type: Full time

Job Overview
We are looking for a skilled and thoughtful Escalations Support Engineer to join our technical support team. This role is ideal for someone who combines deep technical capability with a human approach to service, clear communication, and a strong sense of ownership. You will work closely with colleagues across the business, supporting one another as one team, stepping in where needed to achieve the best customer outcome.
You will take pride in delivering quality work, diagnosing root causes, documenting clearly, and maintaining high standards even under pressure. Curiosity and learning are core to how we work, so you will share knowledge openly, admit when you do not know yet, and stay proactive in finding the right answers. Above all, you will help build trust and transparency with customers and colleagues by being honest, dependable, and consistent in your follow through.

Core Technical Responsibilities
• Act as the escalation point for advanced or persistent technical issues that cannot be resolved at Front Line level.
• Carry out detailed troubleshooting and root cause analysis, with a focus on delivering lasting solutions rather than quick fixes.
• Attend client sites when on‑site investigation or support is required.
• Work with suppliers, vendors, and third parties where needed to achieve timely resolution.
• Document solutions clearly and thoroughly, contributing to the knowledge base so the wider team can resolve similar issues more easily.

Operational Responsibilities
• Manage escalated tickets within SLA, keeping tickets updated with clear and meaningful progress notes.
• Prioritise work based on impact, urgency, and customer needs.
• Support Front Line colleagues by offering guidance and avoiding unnecessary escalations.
• Follow and refine operational processes to improve consistency, efficiency, and quality.

Customer Experience
• Deliver a human service by communicating in plain English, choosing the right channel for clarity, and reducing customer stress wherever possible.
• Treat every interaction as a relationship moment by being friendly, patient, and reassuring.
• Provide honest, proactive updates, especially when situations change or take longer than expected.
• Take full ownership of escalated issues until they are fully resolved and the customer feels confident in the outcome.

Continuous Improvement
• Identify recurring technical issues and share insights with the Escalations Team Leader to shape long term solutions.
• Suggest improvements to processes, tools, and documentation to reduce repeat work and enhance service quality.
• Participate in training sessions to stay current with emerging technologies and broaden your technical expertise.
• Contribute to automation initiatives and share knowledge openly across the team to support collective improvement.

Skills and Experience
• Strong 2nd or 3rd line experience within an MSP or similar technical environment.
• Broad troubleshooting skills across key technologies such as Microsoft 365, Azure AD, Windows Server, networking, and virtualisation.
• Excellent communication skills with the ability to explain complex issues in simple, clear language.
• Ability to manage competing priorities calmly and confidently.
• A customer first mindset with a focus on quality, clarity and ownership.
• Full UK driving licence and willingness to visit client sites.
• Relevant technical certifications (Microsoft, CompTIA, ITIL etc).
• Experience with RMM and PSA tools.
• Scripting or automation experience.

What We Offer
• A collaborative and supportive team culture built on shared learning.
• Opportunities to grow your skills with access to training and emerging technologies.
• A chance to shape service quality, processes, and customer experience.
• An environment where honesty, curiosity, and teamwork are genuinely valued.

Benefits
• Competitive salary
• EV car salary sacrifice scheme
• Free, on-site parking
• 20 Days of Annual leave (excluding bank holidays and the period between Christmas and New Years), increasing in line with tenure
• Quarterly all-team socials
• Employee discount scheme
• Company contributed pension scheme
• Excellent career opportunities within a fast-growing business
• The chance to work with a diverse portfolio of clients across multiple industries