At a Glance
- Tasks: Lead and develop a high-performing technical support team in a dynamic MSP environment.
- Company: Well-established Managed Service Provider based in Cardiff with a strong growth trajectory.
- Benefits: Competitive salary, hybrid working model, and investment in training and career development.
- 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 employer: 100% IT Recruitment Ltd
Join a well-established Managed Service Provider in Cardiff as a Service Desk Manager, where you will lead a talented team in a supportive and growth-oriented environment. With a hybrid working model, investment in your professional development, and a culture that prioritises continuous improvement, this role offers a unique opportunity to make a significant impact while advancing your career in the tech industry.
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Manager
✨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 think about how your experience aligns with their needs. This will help you stand out as a candidate who truly gets what they’re about.
✨Tip Number 3
Practice your responses to common interview questions, especially those related to leadership and team development. Use the STAR method (Situation, Task, Action, Result) to structure your answers and showcase your achievements effectively.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can leave a lasting impression and show your enthusiasm for the role. Plus, it keeps you on their radar as they make their decision.
We think you need these skills to ace Service Desk Manager
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 relevant ITIL knowledge to show us you’re the right 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 at our MSP.
Showcase Your Technical Skills:Don’t forget to mention your experience with ITSM platforms and your technical grounding in areas like Microsoft 365 and Azure. We want to see how you can bring your expertise to our 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 don’t miss out on any important updates from us!
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 your experience with tools like Halo or ServiceNow will show that you're not just a manager, but someone who understands the technical side of things.
✨Showcase Your Leadership Skills
Prepare examples of how you've led and developed teams in the past. Think about specific situations where you mentored team members or improved service delivery. This will help demonstrate your ability to lead a high-performing team in a fast-paced environment.
✨Be Solutions-Focused
During the interview, be ready to discuss how you handle pressure and resolve customer issues. Share stories that highlight your calmness and structured approach when faced with challenges. This will reassure them that you can manage escalations effectively.
✨Ask Insightful Questions
Prepare thoughtful questions about the company's culture, their approach to continuous improvement, and how they support team development. This shows your genuine interest in the role and helps you assess if it's the right fit for you.
