At a Glance
- Tasks: Lead and develop a busy customer-facing Service Desk team.
- Company: Join a growing London-based Managed Service Provider (MSP).
- Benefits: Competitive salary, influence on operations, and career growth opportunities.
- Other info: Dynamic environment with genuine scope to shape the function.
- Why this job: Shape standards and processes while making a real impact.
- Qualifications: Experience in Service Desk leadership and strong communication skills.
We're working with a growing London-based MSP that is looking to appoint an experienced Service Desk Manager.
This is an operational leadership role for someone who can bring structure, accountability and consistency to a busy customer-facing Service Desk.
You do not need to be the strongest engineer in the room, but you must be technically credible enough to challenge engineers, manage escalations and communicate confidently with customers.
Key Responsibilities
- Lead, coach and develop Service Desk engineers
- Own ticket flow, SLA performance and escalations
- Improve ticket quality, ownership and customer communication
- Manage key customers and regular service reviews
- Oversee major incidents, RCA and corrective actions
- Own monitoring alerts and drive proactive maintenance
- Improve processes, reporting and team accountability
- Drive actions through to completion
What We’re Looking For
- Service Desk, Service Delivery or IT Operations leadership
- Strong people and performance management experience
- Excellent organization and attention to detail
- Confident customer and stakeholder communication
- Experience managing SLAs, KPIs and major incidents
- Exposure to HaloPSA, Autotask, ConnectWise or similar
- Understanding of Microsoft 365, networking and infrastructure
- MSP experience is highly advantageous
Why Join?
- Join an ambitious MSP during a key growth phase
- Have visible influence across service operations
- Shape standards, processes and team performance
- Work closely with customers and senior leadership
- Build a more scalable and accountable Service Desk
Package
- £55,000 to £65,000 basic salary
- London-based role
- Genuine scope to shape the function
This role will suit someone who takes ownership, challenges poor standards and makes sure nothing falls through the cracks.
We think you need these skills to ace Service Desk Manager
Service Desk Management
Service Delivery Leadership
IT Operations Leadership
People Management
Performance Management
Organisational Skills
Attention to Detail
