Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Lead and mentor a dynamic Support Desk team while driving technical excellence.
- Company: Fast-growing Managed Service Provider with a focus on innovation.
- Benefits: Competitive salary, hybrid work options, and professional development opportunities.
- Why this job: Shape the future of service delivery and enhance customer experiences.
- Qualifications: Proven MSP leadership experience and strong technical knowledge.
- Other info: Join a collaborative environment with excellent career growth potential.
The predicted salary is between 34000 - 46000 £ per year.
Do not pass up this chance, apply quickly if your experience and skills match what is in the following description.
£40,000-£50,000 plus benefits
A well established and fast-growing Managed Service Provider are on the market for a Service Desk Support Manager. This is a leadership role overseeing the Support Desk, driving excellence, performance and technical innovation. If you’re a proven MSP leader who thrives on improving organisations, elevating customer experience and guiding technical teams this is the perfect opportunity!
The Role
- As the Service Desk Lead, you will take ownership of day-to-day technical operations and act as the primary escalation point for complex issues, playing a key role in shaping the MSP’s service offerings.
- Working closely with the Technical Director and Service Delivery Manager, you will ensure that clients receive a consistently high-quality service while helping the business evolve strategically.
Key Responsibilities
- Lead, mentor and develop Support Desk and Onsite Project teams.
- Oversee training, development plans and performance reviews.
- Set and monitor KPI’s and SLA’s to drive excellence.
- Foster a culture of collaboration, accountability and continuous improvement.
- Ensure effective workforce planning and scheduling.
- ConnectWise Manage or similar PSA platforms.
Service Delivery
- Act as the senior technical escalation point for advanced support issues.
- Oversee daily Support Desk and Project performance to maintain SLA targets.
- Work closely with the Service Delivery Manager to uphold exceptional service.
- Drive improvements in efficiency, first-time fix rates and client satisfaction.
- Build strong relationships with customers to support retention and growth.
Strategy
- Report directly to the Technical Director as part of the senior leadership team.
- Provide regular performance and service reports with actionable insights.
- Support strategic initiatives such as product development, technology adoption and service innovation.
- Analyse service trends and identify improvements to boost profitability and customer success.
Desirable
- Formal qualifications such as ITIL or PRINCE2.
- Experience presenting service and performance data to senior stakeholders.
- Cyber Security best practices.
Essential Experience
- Proven background as a support desk lead or similar MSP leadership role.
- Strong technical knowledge across Microsoft 365, Networking, Virtualisation, security services and Managed Services.
- Experience managing Support Desk teams.
- Demonstrated success improving operational processes and service efficiency.
- Strong diagnostic and problem-solving abilities.
- Experience acting as a senior technical escalation point.
- Solid understanding of MSP-focused cyber-security best practices.
If you’re an MSP technical leader looking for your next step, we’d love to hear from you. Apply today or contact Arden Resourcing for a confidential discussion. Remote working/work at home options are available for this role.
Service Desk Support Manager - Birmingham/Hybrid employer: Arden Resourcing
Contact Detail:
Arden Resourcing Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Support Manager - Birmingham/Hybrid
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, attend relevant events, and don’t be shy about letting people know you’re on the hunt for a Service Desk Support Manager role. You never know who might have the inside scoop on an opportunity!
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their service offerings and think about how your experience aligns with their goals. This will help you stand out as someone who’s genuinely interested in making a difference.
✨Tip Number 3
Showcase your leadership skills! Be ready to discuss specific examples of how you’ve led teams, improved processes, and enhanced customer satisfaction in previous roles. This is your chance to shine and demonstrate that you’re the perfect fit for the position.
✨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 take the initiative to connect directly with us.
We think you need these skills to ace Service Desk Support Manager - Birmingham/Hybrid
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experience mentioned in the job description. Highlight your leadership roles and any specific achievements in managing support teams, as this will show us you’re the right fit for the Service Desk Support Manager position.
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you’re passionate about the role and how your background aligns with our needs. Don’t forget to mention your experience with KPI’s and SLA’s, as we value those insights.
Showcase Your Technical Skills: We’re looking for someone with strong technical knowledge, so be sure to include relevant certifications and experiences, especially with Microsoft 365, Networking, and Cyber Security. This will help us see your expertise at a glance!
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 regarding your application status.
How to prepare for a job interview at Arden Resourcing
✨Know Your Stuff
Make sure you brush up on your technical knowledge, especially around Microsoft 365, Networking, and Cyber Security best practices. Be ready to discuss how you've tackled complex issues in the past, as this role requires a strong technical background.
✨Showcase Your Leadership Skills
Prepare examples of how you've led and developed teams in previous roles. Highlight your experience with mentoring, performance reviews, and fostering a culture of collaboration. This will demonstrate that you're not just a tech whiz but also a great leader.
✨Understand the Business Goals
Familiarise yourself with the company's service offerings and strategic initiatives. Be prepared to discuss how you can contribute to improving client satisfaction and operational efficiency. Showing that you understand their business will set you apart.
✨Ask Insightful Questions
Prepare thoughtful questions about the company's current challenges and future goals. This shows your genuine interest in the role and helps you gauge if the company is the right fit for you. Plus, it gives you a chance to showcase your strategic thinking.
