At a Glance
- Tasks: Lead a high-performing support team and enhance service delivery.
- Company: Established Managed Service Provider near Cardiff with a growth mindset.
- Benefits: Competitive salary, hybrid work, training investment, and career development.
- Other info: Supportive culture that values continuous improvement and innovation.
- Why this job: Join a dynamic environment and make a real impact on service quality.
- Qualifications: Experience in managing a Service Desk and strong ITIL knowledge.
The predicted salary is between 46000 - 46000 £ per year.
Location: Nr Cardiff (Hybrid)
Salary: £46,000
This is an excellent opportunity for an experienced Service Desk Manager to join a well-established Managed Service Provider nr Cardiff. You will lead a high-performing technical support team, shape service delivery, and drive continuous improvement across the operation.
If you thrive in a fast-paced MSP environment and enjoy balancing people leadership with hands-on operational oversight, this role will suit you perfectly.
Key Responsibilities- Lead, mentor, and develop a team of 1st and 2nd line engineers
- Oversee day-to-day Service Desk operations, ensuring SLAs and KPIs are consistently achieved
- Act as the senior escalation point for technical and customer issues
- Manage resource planning, shift patterns, and workload distribution
- Produce clear, data-driven 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
- Own and enhance the end-to-end service experience, ensuring service quality remains consistently high
- Gather, analyse, and act on customer feedback, service data, and performance insights
- Identify trends, bottlenecks, and improvement opportunities across processes, tooling, and customer touchpoints
- Work collaboratively with technical teams and leadership to optimise the service offering and maximise customer satisfaction
- Champion a culture of continuous improvement, ensuring the Service Desk evolves in line with business and customer needs
- 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
- Calm, structured, and solutions-focused approach 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
- 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, we’d love to hear from you. Apply with your CV today.
Service Desk Manager MSP in Cardiff employer: 100% IT Recruitment
Join a well-established Managed Service Provider near Cardiff, where you will lead a high-performing technical support team in a dynamic and supportive environment. With a strong focus on continuous improvement and employee development, the company offers a hybrid working model, investment in training and certifications, and a modern tech stack that empowers you to excel in your role. This is an excellent opportunity for those seeking meaningful employment with a respected organisation that values its people and fosters career growth.
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Manager MSP 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 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
Showcase your leadership skills during interviews. Be ready to share examples of how you've mentored teams or improved service delivery in past roles. This is your chance to demonstrate that you can lead a high-performing technical support team.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love hearing from candidates who are genuinely interested in joining our team.
We think you need these skills to ace Service Desk Manager MSP in Cardiff
Some tips for your application 🫡
Tailor Your CV:Make sure your CV reflects the specific skills and experiences mentioned in the job description. Highlight your experience in managing a Service Desk or technical support team, and don’t forget to showcase your understanding of ITIL principles!
Craft a Compelling Cover Letter:Use your cover letter to tell us why you’re the perfect fit for this role. Share your passion for leading teams and driving continuous improvement, and give us examples of how you've successfully managed service delivery in the past.
Showcase Your Technical Skills:Since we’re looking for someone with a solid grounding in Microsoft 365, Azure, and networking, make sure to include any relevant certifications or experiences that demonstrate your technical expertise. This will help us see how you can hit the ground running!
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 the role. Plus, it shows us you’re keen on joining our team!
How to prepare for a job interview at 100% IT Recruitment
✨Know Your ITIL Inside Out
Since the role requires a strong understanding of ITIL principles, make sure you brush up on these concepts before the interview. Be ready to discuss how you've applied ITIL best practices in your previous roles and how they can enhance service delivery.
✨Showcase Your Leadership Skills
As a Service Desk Manager, you'll be leading a team. Prepare examples that highlight your leadership style, mentoring experiences, and how you've developed team members in the past. This will demonstrate your capability to manage and inspire a high-performing technical support team.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills and ability to handle customer issues. Think of specific scenarios where you successfully managed escalations or improved service quality, and be ready to share these stories during the interview.
✨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 prepared to discuss how you've used them to optimise service delivery and improve customer satisfaction.
