Job Description
Service Desk Manager —Location: London/ Birmingham | Department: IT | Reports to: CTO | Full-timeWe are hiring for a our clients who run a Commercial Telecoms offering, managing all of their clients business communication needs. They are one of the UK's largest independently owned communication solutions providers, delivering a range of telephony and IT products and services, UK wide.
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Their “customer first “approach is at the heart of who they are and what they do. They emphasise the partnerships that they build are held in esteem and are a key to their ethos.
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The clients are currently managing 4,000 customers, ensuring products and services are delivered seamessly and effortlessly.
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Our clients' customer care, empowerment, delivery, evolution and teamwork are paramount putting customers, employees and communities first while driving accountability, learning and high performanceOur client is seeking a Service Desk Manager to ensure the smooth running of their MSP service desk, with a focus on SLA performance, customer feedback and team morale. You'll manage multi-site service desk leaders, own SLA delivery, champion customer experience and drive continuous process and people improvements. You must have experience of working within a Managed Service Provider (MSP)Key responsibilitiesOwn and drive SLA performance and service delivery across the service desk, supported by the Operations Manager.
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Ensure effective ticket lifecycle management (logging → escalation → resolution) and escalate appropriately.
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Review ticket audits, deliver coaching/training and run periodic incentives to maintain engagement.
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Monitor customer feedback and NPS; act as an escalation point for customer issues and major incidents.
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Provide line management for team leaders across multiple locations; conduct 1:1s, skills reviews, recruitment and onboarding.
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Maintain and deliver product/service training and coordinate external supplier training.
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Improve and document service desk processes and ensure adherence to business controls (eg. ISO 27001, policies, H&S).Foster cross-team communication (service desk, procurement, account management) to ensure seamless customer experience.
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Person specification :Essential3+ years' experience managing a service desk team of 20+ within an MSP/managed service environment. Strong knowledge of Windows, Microsoft 365/cloud services, networking fundamentals, endpoint management and security tools.
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Experience supporting SME clients across multiple industries.
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Hands-on with ticketing systems (eg. Freshservice) and reporting.
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Proven track record managing SLAs, KPIs and delivering in customer-focused environments.
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Experience personally handling escalations and major incidents through to resolution.
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DesirableExperience managing multi-site or remote teams. Experience transforming or improving service desk operations. Familiarity with commercial aspects (contracts, renewals, roadmaps).AttributesHands-on, lead-from-the-front mentality.
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Customer-first mindset.
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Highly organised with strong multitasking ability.
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