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.
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 station.
Hybrid: 3 days office / 2 days home, with increased office presence expected during the initial 2-3 months.
Salary: £50,000 - £60,000
07441 348 135 tim.davey@infraview.co.uk
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Service Desk Manager – MSP in Leeds employer: Infraview
Join a leading VMware partner that prioritises employee growth and development, offering exceptional opportunities for advancement in a dynamic and innovative work environment. With a strong focus on hybrid infrastructure solutions, our collaborative culture fosters creativity and teamwork, ensuring you thrive while working on cutting-edge technologies. Enjoy competitive benefits, including a generous car allowance, as you contribute to our ambitious growth plans in a supportive and forward-thinking setting.
