At a Glance
- Tasks: Lead a dynamic Service Desk team and enhance customer experience in a fast-paced environment.
- Company: Established Managed Service Provider in Cardiff with a focus on innovation.
- Benefits: Competitive salary, hybrid working, training investment, and career development opportunities.
- Other info: Join a forward-thinking company with a modern tech stack and excellent growth potential.
- Why this job: Shape service delivery and drive improvement while leading a high-performing team.
- Qualifications: Experience in managing a Service Desk and strong ITIL knowledge required.
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.
- Oversee daily Service Desk operations, ensuring SLAs and KPIs are consistently achieved
- 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. 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.
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.
Service Desk Manager - Itil - Hybrid Working in Cardiff employer: 100% IT Recruitment Ltd
As a Senior Network Infrastructure Engineer, you will join a dynamic team dedicated to delivering cutting-edge solutions for critical defense programs. Our company fosters a collaborative work culture that prioritises employee growth through continuous training and development opportunities, all while offering competitive salaries and benefits. Located in a vibrant area, we provide a unique chance to contribute to meaningful projects that enhance national security.
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Manager - Itil - Hybrid Working 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 researching the company and its culture. Understand their service delivery model and be ready to discuss how your experience aligns with their needs. We want you to shine!
✨Tip Number 3
Showcase your leadership skills during interviews. Share specific examples of how you've driven service improvements or managed teams effectively. This is your chance to demonstrate that you're the perfect fit for a Service Desk Manager role.
✨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 - Itil - Hybrid Working 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, ITIL knowledge, and any relevant technical skills to show us you’re the perfect fit!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to tell us why you’re passionate about this role and how your background in managing service desks can help drive continual improvement in our operations.
Showcase Your Achievements:Don’t just list your responsibilities; share your achievements! Whether it’s improving SLAs or leading a successful team project, we want to see how you’ve made a difference in your previous roles.
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 don’t miss out on any important updates during the process!
How to prepare for a job interview at 100% IT Recruitment Ltd
✨Know Your ITIL Inside Out
Make sure you brush up on your ITIL principles before the interview. Be ready to discuss how you've applied these in your previous roles, especially in managing service desks. This will show that you not only understand the theory but can also implement it effectively.
✨Showcase Your Leadership Skills
Prepare examples of how you've led teams in a fast-paced environment. Think about specific challenges you've faced and how you motivated your team to overcome them. This will demonstrate your ability to balance people leadership with operational oversight.
✨Familiarise Yourself with Their Tech Stack
Research the modern ITSM platforms mentioned in the job description, like Halo or ServiceNow. If you have experience with these tools, be ready to share how you've used them to improve service delivery and customer experience.
✨Prepare for Scenario-Based Questions
Expect questions that ask how you'd handle specific situations, such as managing SLAs or onboarding new customers. Practise your responses to these scenarios, focusing on your problem-solving skills and how you drive continual improvement.
