At a Glance
- Tasks: Lead a dynamic service desk team and drive process improvements.
- Company: 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 ideas can truly make a difference.
- Why this job: Shape the future of service delivery and make a real impact.
- Qualifications: Experience in MSP environments and strong leadership skills.
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:
- 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 in London employer: Fyre Global Ltd
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, a collaborative work culture, and ambitious growth plans, this position offers meaningful engagement and the chance to make a real impact in a supportive environment. Enjoy the benefits of hybrid working while being part of a close-knit team that values innovation and client satisfaction.
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Manager in London
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, especially those who work in MSPs. A friendly chat can lead to opportunities that aren’t even advertised yet.
✨Tip Number 2
Show off your personality! When you get an interview, let your energy shine through. They’re looking for someone who can communicate well and fit into their team culture, so be yourself!
✨Tip Number 3
Prepare to discuss your hands-on leadership style. Think of examples where you’ve improved processes or supported your team. This role is about building something new, so show them you’re ready to roll up your sleeves!
✨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 that extra step to connect with us directly.
We think you need these skills to ace Service Desk Manager in London
Some tips for your application 🫡
Show Your Passion for Building:When you write your application, let us know why you're excited about building processes and leading a team. We want to see your enthusiasm for shaping the service desk and making a real impact in a growing MSP.
Highlight Your Hands-On Experience:Make sure to mention any hands-on leadership roles you've had, especially in smaller MSPs. We’re looking for someone who understands the nuances of managing a technical team and can share examples of how you've improved processes or client satisfaction.
Communicate Clearly:Since communication is key in this role, ensure your application is clear and concise. Use straightforward language to describe your experience and skills, showing us that you can talk to clients and engineers alike without any jargon.
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 during the process. We can’t wait to hear from you!
How to prepare for a job interview at Fyre Global Ltd
✨Understand the Company Culture
Before your interview, take some time to research the company’s culture and values. Since this role is about building something new, showing that you align with their vision and can contribute positively to their growth will set you apart.
✨Showcase Your Leadership Style
Be prepared to discuss your leadership approach and how you've successfully managed small teams in the past. Share specific examples of how you've improved processes or enhanced team performance, as this role requires hands-on leadership.
✨Demonstrate Technical Knowledge
Brush up on your knowledge of Microsoft technologies, especially M365 and Windows environments. Be ready to discuss your experience with support tools and ticketing systems, as well as any exposure to Apple/Mac or AI, which could give you an edge.
✨Communicate Clearly and Confidently
Since personality matters just as much as technical skills, practice clear and confident communication. Prepare to articulate your thoughts on client service and team dynamics, showcasing your ability to connect with both clients and engineers.
