At a Glance
- Tasks: Lead and innovate the service desk, improving processes and client satisfaction.
- Company: Growing MSP in North London with a dynamic team and ambitious goals.
- Benefits: Opportunity to shape the service desk and influence business growth.
- Other info: Join a small team where your ideas can truly make a difference.
- Why this job: Make a real impact in a hands-on leadership role with a focus on improvement.
- Qualifications: Experience in MSP environments 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.
IT Service Desk Manager in London 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 make a real impact as the company aims to double its revenue in the coming years. Enjoy a hybrid working environment that fosters flexibility and encourages professional development in a supportive atmosphere.
StudySmarter Expert Advice🤫
We think this is how you could land IT Service Desk Manager in London
✨Tip Number 1
Network like a pro! Get out there and connect with people in the industry. Attend local meetups, tech events, or even online webinars. 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 an interview, let your true self shine through. They’re looking for someone who can communicate well and bring energy to the team, so don’t be afraid to show them what makes you unique.
✨Tip Number 3
Prepare for hands-on scenarios! Since this role is about building and improving processes, think of examples from your past where you’ve made a difference. Be ready to discuss how you’ve led teams or improved service delivery in a similar environment.
✨Tip Number 4
Apply through our website! We want to see your application come through directly. It shows initiative and gives us a chance to see your enthusiasm for the role right from the start. Plus, it’s the best way to stay updated on your application status!
We think you need these skills to ace IT Service Desk Manager in London
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, not just maintaining the status quo.
Highlight Your MSP Experience:Make sure to emphasise your background in Managed Service Providers. We’re looking for someone who understands the unique challenges of an MSP environment, so share specific examples of your past experiences that relate to this role.
Communicate Clearly:Since communication is key in this role, ensure your application is clear and concise. Use straightforward language to convey your ideas and experiences, showing us that you can talk to clients and team members effectively.
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.
How to prepare for a job interview at FYRE Global
✨Understand the MSP Landscape
Before your interview, make sure you have a solid grasp of what makes a Managed Service Provider (MSP) tick. Familiarise yourself with common challenges and processes in smaller MSPs, as this role is all about building and improving rather than just maintaining. Show that you can think strategically about service delivery.
✨Showcase Your Leadership Style
This position requires hands-on leadership, so be prepared to discuss your previous experiences managing or mentoring a technical team. Share specific examples of how you've supported engineers, improved processes, or enhanced client satisfaction. Highlight your ability to communicate effectively with both technical staff and clients.
✨Demonstrate Technical Proficiency
Since the company primarily operates in a Microsoft environment, brush up on your knowledge of M365, Windows support tools, and ticketing systems. Be ready to discuss any relevant experience you have with these technologies, and don’t forget to mention any exposure to Apple/Mac or AI, as these are bonus points!
✨Bring Energy and Common Sense
The company is looking for someone who can bring energy and a practical approach to problem-solving. During the interview, let your personality shine through. Be engaging, ask insightful questions, and demonstrate your enthusiasm for shaping the service desk as the business grows. This is as much about fit as it is about skills!
