Service Desk Manager – ON SITE – 11855MS

Overview

In this role you will lead a busy MSP service desk to deliver high-quality IT support and strong customer service. You’ll guide a small team, manage daily operations, and monitor KPIs and SLAs to drive continual service improvement. You will partner with technical and account teams to ensure effective, secure, and efficient service delivery. This is an opportunity to shape service excellence in a collaborative, customer-focused environment with tangible impact on client outcomes.

Responsibilities

• Lead, coach and develop a team of Service Desk Engineers
• Manage day-to-day Service Desk operations, workload and resource planning
• Monitor KPIs, SLAs and customer satisfaction
• Act as the escalation point for technical and customer issues
• Ensure high standards of ticket quality, documentation and ITIL practices
• Drive service improvement, efficiency and first-time fix rates
• Produce service performance reports for senior management
• Work closely with technical and account management teams
• Support a positive, collaborative and customer-focused culture

Key requirements

• 3+ years’ experience managing an IT Service Desk within an MSP
• Experience managing a team of 6–8 engineers
• Strong knowledge of ITIL, SLAs, KPIs and service management
• Experience handling escalations and major incidents
• Good knowledge of Microsoft 365, Entra ID, Azure, Intune and MDM
• Good networking fundamentals across LAN, WAN, VPN, routers and firewalls
• Understanding of IT security and experience handling security incidents
• Experience with PSA/RMM platforms such as Autotask, HaloPSA, ConnectWise, Datto RMM or similar
• Strong leadership, communication and organisational skills
• Customer-focused with a practical, analytical approach
• ITIL Foundation or higher
• Microsoft certifications
• Leadership/management qualification
• PRINCE2 Foundation
• Requirements: Full UK driving licence and willingness to undertake an enhanced DBS check

• Leadership
• Communication
• Organisational skills
• Microsoft 365
• Entra ID
• Azure

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