At a Glance
- Tasks: Lead a dynamic service desk team and drive process improvements.
- Company: A growing MSP in North London with a collaborative culture.
- Benefits: Competitive salary, hybrid work model, and opportunities for personal growth.
- Other info: Join a small team where your impact will be significant.
- Why this job: Shape the future of service delivery in a fast-paced environment.
- Qualifications: Experience in MSPs and strong leadership skills required.
The predicted salary is between 45000 - 55000 € per year.
Are you the kind of Service Desk Manager who wants to build something, not just inherit a process and keep it ticking over? We’re hiring a Service Desk Manager for a growing MSP in North London. This is a new role, not a replacement.
The business is around 12 people today, with a service team of 6-7, and the plan is to grow properly over the next few years. They’re currently around £1.5m revenue, with a target to double that over the next 5 years. (So this isn’t just manage tickets and keep clients happy.) It’s more hands-on leadership, process improvement, client service, and helping shape how the service desk works as the business grows.
What you’ll be doing:
- You’ll be the layer between senior leadership and the technical team.
- Managing the day-to-day service desk.
- Supporting and developing engineers.
- Owning ticket quality, SLAs, escalations and client satisfaction.
- Spotting repeat issues and improving processes.
- Running 1-2-1s, reviews and engineer accountability.
- Helping the team work smarter, not just harder.
- Getting involved technically when needed.
- Building better structure around service delivery.
This is an MSP, so you’ll need to be comfortable with pace, client variety, context switching, and people wanting things yesterday.
What they care about:
- MSP background is important.
- Ideally, you’ll have worked in a smaller MSP, not a huge corporate environment where everything is already built for you.
- They’re looking for someone who has managed, led, supervised or mentored a small technical team before. You don’t need to have managed 30 people, but you do need to understand what good service desk leadership looks like.
- Technically, they’re mainly a Microsoft house, so experience around M365, Windows environments, support tools, RMM, ticketing systems and general MSP service delivery will all be relevant.
- Bonus points for Apple / Mac exposure, or some form of AI experience/adoption.
- But honestly, this is as much about personality as it is technology. They want someone who can talk to people - someone who can communicate clearly with clients, engineers and leadership. Someone who brings energy, ownership and a bit of common sense.
Why this is worth a look:
Most MSP roles are either pure firefighting or pure ticket management. This is different. You’ll be joining at a point where the business has grown enough to need structure, but is still small enough that you can genuinely influence how things work.
Service Desk Manager employer: Fyre Global Limited
Join a dynamic and growing Managed Service Provider in North London as a Service Desk Manager, where you will have the unique opportunity to shape processes and lead a dedicated team in a hands-on role. With a focus on employee development and a collaborative work culture, this position offers the chance to make a real impact while enjoying the benefits of a hybrid working environment. As the company aims to double its revenue in the coming years, you'll be part of an exciting journey that prioritises innovation, client satisfaction, and personal growth.
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Manager
✨Tip Number 1
Network like a pro! Get out there and connect with people in the industry. Attend local meetups or online webinars related to MSPs and service desk management. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Show off your personality! When you get the chance to chat with potential employers, let your energy and passion shine through. They’re looking for someone who can communicate well and fit into their team culture, so don’t be afraid to be yourself.
✨Tip Number 3
Prepare for hands-on discussions! Since this role is all about building and improving processes, be ready to share your ideas on how you would tackle challenges in a service desk environment. Bring examples from your past experiences to back up your suggestions.
✨Tip Number 4
Apply through our website! We’ve got loads of resources to help you land that Service Desk Manager role. Plus, applying directly shows your enthusiasm and commitment to joining the team. Don’t miss out on the chance to make a real impact!
We think you need these skills to ace Service Desk Manager
Some tips for your application 🫡
Show Your Leadership Style:When writing your application, let us see your unique approach to leadership. Share examples of how you've built or improved processes in previous roles, especially in a smaller MSP environment. We want to know how you can bring energy and ownership to our team!
Highlight Technical Know-How:Make sure to mention your experience with Microsoft technologies, especially M365 and Windows environments. If you've worked with ticketing systems or RMM tools, give us the details! We’re looking for someone who can dive into the technical side when needed.
Communicate Clearly:Your application is your first chance to show us how well you communicate. Use clear and concise language, and don’t shy away from showcasing your personality. We value someone who can connect with clients and engineers alike, so let that shine through!
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 any important updates. Plus, it shows us you’re keen on joining our growing team!
How to prepare for a job interview at Fyre Global Limited
✨Know Your MSP Inside Out
Before the interview, do your homework on the company. Understand their services, client base, and growth plans. This will help you tailor your answers to show how your experience aligns with their goals, especially in a hands-on leadership role.
✨Showcase Your Leadership Style
Be ready to discuss your approach to managing and developing a technical team. Share specific examples of how you've improved processes or enhanced team performance in previous roles. They want to see that you can lead with energy and ownership.
✨Demonstrate Technical Knowledge
Brush up on your knowledge of Microsoft products, especially M365 and Windows environments. Be prepared to discuss your experience with support tools and ticketing systems, as well as any exposure to Apple/Mac or AI technologies. This will show you're technically savvy and ready to get involved when needed.
✨Communicate Clearly and Confidently
Since this role involves liaising between senior leadership and the technical team, practice articulating your thoughts clearly. Use examples from your past to demonstrate your communication skills, showing that you can engage effectively with clients, engineers, and management alike.
