At a Glance
- Tasks: Lead and develop a dynamic service desk team while improving processes and client satisfaction.
- Company: A growing MSP in North London with a collaborative and innovative culture.
- Benefits: Competitive salary, hybrid work model, and opportunities for personal growth.
- Other info: Join a small team where your influence can make a real difference.
- Why this job: Shape the future of service delivery in a fast-paced, impactful environment.
- 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. 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’ve 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.
IT Service Desk Manager employer: FYRE Global
Join a dynamic and growing Managed Service Provider in North London as an IT Service Desk Manager, where you will have the unique opportunity to shape processes and lead a small, dedicated team. With a focus on hands-on leadership and client satisfaction, this role offers a collaborative work culture that values innovation and personal growth, alongside the chance to significantly impact the company's trajectory as it aims to double its revenue in the coming years. Enjoy a hybrid working environment that fosters flexibility and encourages you to bring your energy and expertise to the forefront of service delivery.
StudySmarter Expert Advice🤫
We think this is how you could land IT Service Desk Manager
✨Tip Number 1
Network like a pro! Reach out to your connections in the IT world, especially those who have experience in MSPs. A friendly chat can lead to insider info about job openings 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 bring a bit of common sense to the table, so don’t be afraid to be yourself.
✨Tip Number 3
Be prepared to discuss process improvements. Since this role is all about building something new, come armed with ideas on how you can enhance service delivery and tackle those pesky repeat issues.
✨Tip Number 4
Apply through our website! We’ve got loads of resources to help you nail that interview and land the job. Plus, it shows you’re genuinely interested in joining our team.
We think you need these skills to ace IT Service Desk Manager
Some tips for your application 🫡
Show Your Passion for Building:When you write your application, let us see your enthusiasm for creating and improving processes. We want to know how you can contribute to building something great at our MSP, not just maintaining the status quo.
Highlight Your Hands-On Leadership Experience:Make sure to showcase any previous experience where you've led a small technical team. We’re looking for someone who understands what good service desk leadership looks like, so share specific examples of how you've supported and developed engineers.
Communicate Clearly and Confidently:Since this role involves liaising between senior leadership and the technical team, it’s crucial to demonstrate your communication skills in your application. Use clear language and provide examples of how you've effectively communicated with clients and team members in the past.
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 about the role. Plus, we love seeing applications come through our own platform!
How to prepare for a job interview at FYRE Global
✨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 client satisfaction in previous roles. They want to see that you can lead with energy and ownership.
✨Demonstrate Technical Savvy
Brush up on your knowledge of Microsoft technologies, 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. This will show you're not just a people person but also technically competent.
✨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 illustrate how you've effectively communicated with clients and team members, showcasing your interpersonal skills.
