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- Tasks: Lead and develop a high-performing technical support team in a dynamic MSP environment.
- Company: Join a respected Managed Service Provider with a strong growth trajectory.
- Benefits: Competitive salary, hybrid working, training investment, and career development opportunities.
- Other info: Supportive leadership culture that values continuous improvement and modern tech.
- Why this job: Shape service delivery and drive continual improvement while leading a talented team.
- Qualifications: Proven experience in managing a Service Desk and strong ITIL knowledge.
The predicted salary is between 40000 - 50000 £ per year.
This is a fantastic opportunity for you, a Service Desk Manager to join a well-established Managed Service Provider based in Cardiff that is looking to appoint an experienced Service Desk Manager to lead their technical support function. This is a key leadership role within a growing MSP environment, offering the chance to shape service delivery, develop a high-performing team, and drive continual improvement across the operation.
If you’re an experienced Service Desk Manager who thrives in a fast-paced MSP setting and enjoys balancing people leadership with hands-on operational oversight, this role will suit you perfectly.
Key Responsibilities- Lead, mentor, and develop a team of 1st–3rd line engineers
- Oversee daily Service Desk operations, ensuring SLAs and KPIs are consistently achieved
- Act as the senior escalation point for technical and customer issues
- Drive continual service improvement across processes, tooling, and customer experience
- Manage resource planning, shift patterns, and workload distribution
- Produce service performance reports for internal stakeholders and clients
- Support incident, problem, and change management in line with ITIL best practice
- Assist with onboarding new customers and services into the MSP environment
- Proven experience managing a Service Desk or technical support team within an MSP
- Strong understanding of ITIL principles (ITIL Foundation desirable)
- Excellent leadership, coaching, and team-development skills
- Ability to remain calm, structured, and solutions-focused under pressure
- Strong communication and customer-relationship skills
- Experience with modern ITSM platforms (Halo, ServiceNow, Freshservice, Autotask, etc.)
- Solid technical grounding across Microsoft 365, Azure, networking, and general infrastructure
- Opportunity to join a respected MSP with a strong growth trajectory
- Supportive leadership team and a culture that values continuous improvement
- Hybrid working model
- Investment in training, certifications, and long-term career development
- Modern tech stack and a forward-thinking approach to service delivery
If you’re an experienced Service Desk Manager looking for your next challenge within a dynamic MSP environment, I’d love to discuss this opportunity with you. Please apply with your CV today.
Service Desk Manager in Cardiff employer: 100% IT Recruitment Ltd
Contact Detail:
100% IT Recruitment Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Manager in Cardiff
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, attend local meetups, or join online forums. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by practising common questions and scenarios specific to Service Desk management. We recommend role-playing with a friend or using mock interview platforms to boost your confidence and refine your answers.
✨Tip Number 3
Showcase your leadership skills! During interviews, share examples of how you've successfully led teams or improved service delivery. Highlighting your experience with SLAs and KPIs will make you stand out as a candidate.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search.
We think you need these skills to ace Service Desk Manager in Cardiff
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experiences that match the Service Desk Manager role. Highlight your leadership experience and any specific achievements in managing a technical support team within an MSP.
Showcase Your ITIL Knowledge: Since ITIL principles are key for this role, don’t forget to mention any relevant certifications or experiences. We want to see how you’ve applied these principles in real-world scenarios to drive service improvement.
Be Personable: Your communication skills are crucial for this position, so let your personality shine through in your application. Share examples of how you've built strong relationships with customers and your team.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for this exciting opportunity in our growing MSP environment.
How to prepare for a job interview at 100% IT Recruitment Ltd
✨Know Your Stuff
Make sure you brush up on your ITIL principles and the specific ITSM platforms mentioned in the job description. Being able to discuss how you've applied these in previous roles will show that you're not just familiar with the concepts, but that you can implement them effectively.
✨Showcase Your Leadership Skills
Prepare examples of how you've led and developed teams in the past. Think about specific challenges you faced and how you overcame them. This will demonstrate your ability to mentor and inspire a team, which is crucial for a Service Desk Manager.
✨Be Ready for Scenario Questions
Expect questions that put you in real-life situations, like handling escalated customer issues or managing workload distribution. Practise your responses to these scenarios so you can showcase your problem-solving skills and calmness under pressure.
✨Ask Insightful Questions
Prepare thoughtful questions about the company's culture, growth trajectory, and their approach to service delivery. This shows your genuine interest in the role and helps you assess if the company aligns with your career goals.