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: Hybrid work model, competitive salary, 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:
- 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
Join a dynamic and growing Managed Service Provider in North London as a Service Desk Manager, where you will have the 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 a unique chance to influence service delivery while enjoying the benefits of a hybrid work environment. As the company aims to double its revenue in the coming years, you'll be part of an exciting journey that prioritises innovation and client satisfaction.
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Manager
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what FYRE Global values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges FYRE Global might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at FYRE Global!
✨Direct Apply to FYRE Global
Let's not forget to apply directly through the FYRE Global website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace Service Desk Manager
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at FYRE Global.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at FYRE Global. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at FYRE Global
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
