Service Desk Manager - MSP in Leeds

Service Desk Manager - MSP
£50,000 - £60,000 | Leeds City Centre | Hybrid (3 days office/2 days home)
We're recruiting for a fantastic, growing UK IT Managed Services Provider (MSP) looking for an experienced Service Desk Manager to take ownership of a busy Service Desk operation, lead a team of engineers and drive service performance, customer satisfaction and continuous improvement.
This is a hands-on leadership role requiring someone who can bring structure, accountability and high standards to a fast-paced MSP environment.
The Role
Lead, manage and develop a team of 10 Service Desk Engineers across 1st, 2nd and 3rd Line Support.
Own day-to-day Service Desk operations, ticket queues, escalations and resource management.
Drive SLA compliance, KPIs, CSAT and overall service performance.
Conduct 1:1s, performance reviews, coaching and manage underperformance.
Produce service reports, analyse trends and implement improvements.
Manage customer escalations, service reviews and key client relationships.
Champion ITIL processes, including Incident, Problem and Change Management.
Improve ticket management, workflows, documentation and operational efficiency.
What We're Looking For
Proven Service Desk Management experience within an MSP - essential.
Strong people management, leadership and performance management skills.
Technical background to at least 2nd Line level, ideally across Microsoft 365 and IT Infrastructure.
Strong understanding of ITIL, SLAs, Incident and Problem Management.
Experience with ConnectWise, Autotask, ServiceNow or similar ITSM/PSA platforms.
Confident managing demanding customers, escalations and high-priority incidents.
Data-driven, commercially aware and passionate about delivering excellent customer service.
The Opportunity
A great opportunity to take ownership of an established Service Desk, shape team performance and make a genuine impact within a successful MSP.
Location: Leeds City Centre - approximately 10 minutes from the sta...