At a Glance
- Tasks: Lead a high-performing technical support team and drive service delivery improvements.
- Company: Join a well-established Managed Service Provider near Cardiff with a strong growth trajectory.
- Benefits: Enjoy a competitive salary, hybrid working, and investment in your professional development.
- Other info: Be part of a supportive culture that values continuous improvement and career growth.
- Why this job: Make a real impact in a dynamic MSP environment while developing your leadership skills.
- Qualifications: Experience managing a Service Desk and strong ITIL knowledge are essential.
This is an excellent opportunity for an experienced Service Desk Manager to join a well-established Managed Service Provider nr Cardiff. You’ll 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–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 Percent
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, hybrid working options, and investment in your professional development, this role offers a unique opportunity to shape service delivery while advancing your career in a forward-thinking company.
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Manager – MSP in Cardiff
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what 100 Percent values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges 100 Percent might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at 100 Percent!
✨Direct Apply to 100 Percent
Let's not forget to apply directly through the 100 Percent website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace Service Desk Manager – MSP in Cardiff
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at 100 Percent.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at 100 Percent. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at 100 Percent
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
