At a Glance
- Tasks: Lead and innovate the service desk, improving processes and client satisfaction.
- Company: A growing MSP in North London with a dynamic team.
- Benefits: Competitive salary, hybrid work, and opportunities for personal growth.
- Other info: Join a small team where your impact is significant and valued.
- Why this job: Shape the future of service delivery in a hands-on leadership role.
- 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:
- 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.
MSP Service Desk Leader: Build & Scale employer: Fyre Global Ltd
Join a dynamic and growing Managed Service Provider in North London, where you can truly make an impact as a Service Desk Manager. With a focus on hands-on leadership and process improvement, you'll have the opportunity to shape the service desk operations while working in a supportive and collaborative environment. The company values personal growth and offers a unique chance to influence the direction of the business as it scales, making it an excellent employer for those seeking meaningful and rewarding work.
StudySmarter Expert Advice🤫
We think this is how you could land MSP Service Desk Leader: Build & Scale
✨Tip Number 1
Network like a pro! Reach out to your connections in the MSP world and let them know you're on the hunt for a Service Desk Manager role. You never know who might have the inside scoop on opportunities or can put in a good word for you.
✨Tip Number 2
Show off your personality! When you get that interview, don’t just focus on your technical skills. Share your passion for building processes and leading teams. Let them see the energy and ownership you bring to the table!
✨Tip Number 3
Prepare for scenario questions! Think about how you would handle common service desk challenges, like improving ticket quality or managing client expectations. This will show them you’re ready to jump in and make an impact from day one.
✨Tip Number 4
Apply through our website! We’ve got loads of resources to help you nail that application process. Plus, it shows you’re serious about joining our team and ready to contribute to our growth journey.
We think you need these skills to ace MSP Service Desk Leader: Build & Scale
Some tips for your application 🫡
Show Your Passion for Building:Make sure to highlight your enthusiasm for building processes and leading teams in your application. We want to see that you’re not just about keeping things ticking over, but that you’re excited about shaping the future of the service desk.
Tailor Your Experience:When detailing your experience, focus on your time in smaller MSPs and how you've led or mentored teams. We’re looking for specific examples that demonstrate your understanding of good service desk leadership and your ability to improve processes.
Communicate Clearly:Since communication is key in this role, make sure your application reflects your ability to convey ideas clearly. Use straightforward language and avoid jargon where possible, so we can see your personality shine through.
Apply Through Our Website:Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for this exciting opportunity. We can’t wait to hear from you!
How to prepare for a job interview at Fyre Global Ltd
✨Know Your MSP Inside Out
Before the interview, do your homework on the company. Understand their current service desk processes, their growth plans, and how they operate as an MSP. This will help you speak confidently about how you can contribute to building and scaling their service desk.
✨Showcase Your Leadership Style
Be ready to discuss your approach to leading a small technical team. Share specific examples of how you've supported and developed engineers in the past. Highlight your experience with 1-2-1s and how you hold team members accountable while fostering a positive environment.
✨Demonstrate Problem-Solving Skills
Prepare to talk about how you've identified repeat issues and improved processes in previous roles. Think of concrete examples where your interventions led to better ticket quality or client satisfaction. This shows that you're not just about managing but also about innovating.
✨Communicate Clearly and Energetically
Since personality is key for this role, practice articulating your thoughts clearly and with enthusiasm. Be prepared to engage in conversations about both technical aspects and client interactions. Show them that you can bridge the gap between leadership and the technical team effectively.
