Service Desk Manager

Service Desk ManagerWe are looking for an experienced Service Desk Manager to lead and develop a busy Managed Service Provider (MSP) Service Desk.You’ll manage a team of 6–8 Service Desk Engineers, ensuring high-quality IT support, strong customer service, SLA/KPI performance and continual service improvement.Key ResponsibilitiesLead, coach and develop a team of Service Desk EngineersManage day-to-day Service Desk operations, workload and resource planningMonitor KPIs, SLAs and customer satisfactionAct as the escalation point for technical and customer issuesEnsure high standards of ticket quality, documentation and ITIL practicesDrive service improvement, efficiency and first-time fix ratesProduce service performance reports for senior managementWork closely with technical and account management teamsSupport a positive, collaborative and customer-focused cultureAbout You3+ years’ experience managing an IT Service Desk within an MSPExperience managing a team of 6–8 engineersStrong knowledge of ITIL, SLAs, KPIs and service managementExperience handling escalations and major incidentsGood knowledge of Microsoft 365, Entra ID, Azure, Intune and MDMGood networking fundamentals across LAN, WAN, VPN, routers and firewallsUnderstanding of IT security and experience handling security incidentsExperience with PSA/RMM platforms such as Autotask, HaloPSA, ConnectWise, Datto RMM or similarStrong leadership, communication and organisational skillsCustomer-focused with a practical, analytical approachDesirableITIL Foundation or higherMicrosoft certificationsLeadership/management qualificationPRINCE2 Foundation

Requirements

Full UK driving licence and willingness to undertake an enhanced DBS check.