IT Service Desk Manager

About SerenoAt Sereno, we’re building a modern MSP where security, service excellence and people are at the heart of everything we do. We combine strong technical expertise with a security-first approach to help our clients operate safely and confidently.We’re a fast-growing, start-up-minded business, so things move quickly. We’re looking for people who are comfortable with growth and change, can adapt as the business evolves, and are proactive in improving processes rather than simply maintaining them.As part of our growth, we’re seeking an experienced Service Desk Manager to lead and develop our Service Desk, build a high-performing team and ensure consistently strong service, operational and security standards as we scale.As Sereno continues to grow, there is an opportunity for this role to develop into a broader Service Operations leadership position, taking greater ownership across service delivery, operational processes, performance and continuous improvement across other areas of the business. What You’ll Do Team Leadership & Growth:Lead and manage a team of 5–6 Service Desk Technicians, providing clear direction, mentoring, and performance management.Set daily priorities for the team, ensuring workload is balanced and aligned to business and client needs.Conduct regular 1-2-1s, performance reviews, and coaching sessions to drive individual and team development.Play a key role in recruiting, onboarding, and scaling the service desk team.Foster a high-performance, accountable culture focused on ownership, quality, and customer experience.Own end-to-end service delivery performance across all clientsEnsure all services are delivered in line with SLAs and KPIsDrive accountability across teams for service quality.Define, document, and enforce standard operating procedures (SOPs) across the service deskContinuously review and optimise ticket workflows, escalation paths, and service processesEnsure all new processes and tools are successfully embedded across teams, including training, adoption, and governanceHandle all service desk related client complaints and implement improvement plans.Day-to-Day Service Desk Operations:Take full ownership of the daily running of the service desk, ensuring smooth and efficient operations.Manage the live service desk queue, ensuring tickets are prioritised, categorised, and progressing within SLA.Conduct daily stand-ups and ticket reviews to align priorities and remove blockers.Monitor engineer workload, utilisation, and productivity.Identify and address ticket backlogs, bottlenecks, and recurring issues.Ensure ticket hygiene (updates, time entries, resolution notes) is consistently maintained. Act as the primary escalation point for high-priority incidents (P1/P2).Coordinate resource coverage for absences and high-demand periods. SLA & Performance Management:Own SLA performance across all clients, ensuring response and resolution targets are met. Monitor real-time SLA risks and intervene to prevent breaches.Drive accountability for SLA adherence and service quality.Analyse SLA breaches and implement corrective actions.Track and improve KPIs including First Response, Resolution Time, FCR, Escalations, and CSAT. Produce regular performance reports for leadership. Training & Development:Provide structured onboarding and training plans for new engineers.Identify skill gaps and implement targeted development plans.Maintain documentation, SOPs, and knowledge bases for consistency. What We’re Looking ForThe ideal candidate will bring the following experience and skills:Experience:Proven experience managing a technical support team or service desk in an MSP environment.Demonstrated experience resolving 2nd-line escalation requests, with up to 3rd-line technical knowledge.Strong experience with PSA systems (e.g., Halo PSA, ConnectWise) and ITSM tools.Experience in growing and training technical teams, with a focus on developing talent and improving performance.Technical Knowledge:Solid understanding of Windows 10/11, macOS, and Active Directory.Experience with Microsoft Azure and Office 365, including Outlook, OneDrive, SharePoint, and Teams.Desirable: Knowledge of Google Workspace, Box, Dropbox, and VoIP systems.Skills & Attributes:Highly organised with excellent planning and prioritisation skills.Strong leadership and coaching abilities to inspire and develop a team.Exceptional communication skills, both written and verbal.A proactive and autonomous work style, with the ability to build rapport and maintain strong interdepartmental relationships.Resilient under pressure with a positive, can-do attitude and sense of humour.Other Requirements:Must be eligible to work in the UK.Must be able to travel to the London office Why Join Sereno?We believe in looking after our people, and that’s why we offer:Work with the latest technology and tools.25 days of holiday, plus bank holidays and your birthday off!A pension scheme to support your future.Regular social activities A structured training and development plan from day one.Weekly check-ins and regular career progression opportunities.A fantastic, fun, and collaborative team to work with every day.