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- Tasks: Lead a dynamic team in providing top-notch technical support and engineering solutions.
- Company: Join iRecruit Partners Ltd, a trusted advisor in MSP and IT services recruitment.
- Benefits: Enjoy a collaborative work culture with opportunities for personal and professional growth.
- Other info: Ideal for those who want to make a real impact while working with cutting-edge technology.
- Why this job: Perfect for problem solvers who thrive in fast-paced environments and love developing others.
- Qualifications: Experience in managing technical teams and a solid understanding of IT infrastructure is essential.
The predicted salary is between 36000 - 60000 £ per year.
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iRecruit Partners Ltd provided pay range
This range is provided by iRecruit Partners Ltd. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.
Base pay range
Direct message the job poster from iRecruit Partners Ltd
Partnering with UK MSPs to Recruit Top Sales & Tech Talent | MD @ iRecruit Partners Ltd | Trusted Advisor in MSP & IT Services Recruitment
About the Role
We\’re looking for a confident, capable Service Desk Manager. You’ll be leading their technical support and engineering teams, the people who keep their customers running smoothly every day.
This role is perfect for someone who loves developing people, solving problems, and keeping service levels high, but who’s also not afraid to roll their sleeves up when a critical fault or urgent job comes in.
If you\’re someone who thrives in a fast-paced MSP environment, enjoys variety in your day, and can balance leadership with hands on support, we\’d love to hear from you.
What You’ll Be Doing
- Manage and support their brilliant team of support desk and field engineers
- Help shape their development with regular coaching, feedback, and reviews
- Make sure everyone’s workload is balanced, achievable, and aligned to SLAs
- Encourage a team culture of quality, care, and customer first thinking
Technical Leadership & Service Excellence
- Lead by example in ticket handling, fault diagnosis, and ensuring issues are resolved properly first time
- Act as a senior point of contact for urgent or high-risk incidents, from critical outages to failed backups or project issues
- Monitor how work is logged, followed up, and resolved — stepping in to improve processes, maintain Cyber Essentials compliance, and uphold consistent technical standards across the team
- You don’t need to be deep in the weeds every day, but you’ll have a broad technical understanding and be confident guiding and supporting the team across their core service areas:
Remote Management, Security & Compliance
- Play a key role in protecting both their business and their clients by ensuring security tools are properly configured, processes are followed, and best practices are embedded across day-to-day operations
- Help drive the effective use of our RMM, MDR, XDR, and EDR platforms for patching, alerting, automation, and endpoint protection
Server Infrastructure & Directory Services
- Skilled in managing and supporting Active Directory, DNS, DHCP, Group Policy, and permissions across physical, virtual, and cloud-based Windows Server environments
- Confident working with core infrastructure services in both traditional on-prem setups and modern hybrid or cloud deployments
VoIP & Telecoms
- Oversee hosted telephony installs, SIP configurations, call flow logic, and support escalations
Networking & Connectivity
- Experienced with firewalls, switches, VLANs, and VPNs, with a strong focus on maintaining stable, secure, and well-structured network environments
Backup & Continuity
- Cloud and local backups, recovery testing, and staying ahead of risks before they become problems
Microsoft Ecosystem Support
- Supporting and administering services across Microsoft 365, Azure, and related platforms, with a focus on enabling the team to deliver consistent processes around identity, collaboration, endpoint management, and security
What We’re Looking For
We’re after someone who can bring technical know-how, people skills, and a cool head under pressure. Someone who leads by example and is always ready to step in and support the team when needed. You’ll be a key part of their team, so we’re looking for:
- Proven experience managing or leading technical teams in an MSP or fast-paced IT services environment
- A strong, hands-on understanding of IT infrastructure, networking, security, and telephony – with the ability to guide others and make sound decisions
- The ability to prioritise, stay calm under pressure, and keep things moving when it matters most
- A genuine people-first mindset. You care about the team, bring out the best in others, and lead with empathy
- Confident communication with both technical and non-technical audiences, whether that’s customers, suppliers, or internal teams
- A collaborative approach to working with Sales and Projects, helping scope new opportunities and ensuring new deployments run smoothly from a technical standpoint
Nice to Haves (But Not Dealbreakers)
- Microsoft certs such as Enterprise Administrator Expert and or Azure Administrator Associate
- CompTIA Security+ and or CompTIA Network+
- Familiarity with N-able, SentinelOne, or other RMM or EDR/MDR tools
- Experience with Microsoft Dynamics 365
- Knowledge of hosted VoIP systems and SIP
- Cyber Essentials Plus or ISO 27001 experience
Seniority level
-
Seniority level
Mid-Senior level
Employment type
-
Employment type
Full-time
Job function
-
Job function
Information Technology and Management
-
Industries
IT Services and IT Consulting and Telecommunications
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Service Desk Manager employer: iRecruit Partners Ltd
Contact Detail:
iRecruit Partners Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Manager
✨Tip Number 1
Familiarise yourself with the specific technologies mentioned in the job description, such as Active Directory, VoIP systems, and RMM tools. Being able to discuss these technologies confidently during your interview will demonstrate your technical expertise and readiness for the role.
✨Tip Number 2
Showcase your leadership skills by preparing examples of how you've successfully managed teams in high-pressure situations. Highlighting your ability to balance hands-on support with team management will resonate well with the hiring team.
✨Tip Number 3
Research the company’s culture and values, particularly their focus on customer-first thinking and team development. Tailoring your conversation to reflect these values can help you connect with the interviewers and show that you're a good fit for their team.
✨Tip Number 4
Prepare to discuss your experience with incident management and service excellence. Be ready to share specific instances where you led a team through critical incidents, as this will illustrate your capability to handle urgent situations effectively.
We think you need these skills to ace Service Desk Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in managing technical teams, particularly in an MSP or fast-paced IT environment. Emphasise your leadership skills and any specific technologies mentioned in the job description.
Craft a Compelling Cover Letter: In your cover letter, express your passion for developing people and solving problems. Mention specific examples of how you've led teams to success and maintained high service levels, aligning your experiences with the responsibilities outlined in the job description.
Showcase Technical Skills: Clearly outline your technical expertise in areas such as IT infrastructure, networking, security, and telephony. Use bullet points to make this information easy to read and ensure it aligns with the requirements of the role.
Prepare for Potential Questions: Anticipate questions related to team management, incident resolution, and technical leadership. Prepare examples from your past experiences that demonstrate your ability to stay calm under pressure and lead by example.
How to prepare for a job interview at iRecruit Partners Ltd
✨Showcase Your Leadership Skills
As a Service Desk Manager, you'll need to demonstrate your ability to lead and develop a team. Be prepared to share specific examples of how you've successfully managed teams in the past, focusing on coaching, feedback, and maintaining high service levels.
✨Demonstrate Technical Knowledge
Make sure you have a solid understanding of IT infrastructure, networking, and security. Be ready to discuss your experience with tools like Active Directory, VoIP systems, and cloud services, as well as how you've applied this knowledge in real-world scenarios.
✨Emphasise Problem-Solving Abilities
In a fast-paced environment, being able to solve problems quickly is crucial. Prepare to discuss situations where you've had to think on your feet, manage critical incidents, or improve processes to enhance service delivery.
✨Communicate Effectively
You'll be interacting with both technical and non-technical audiences, so it's important to showcase your communication skills. Practice explaining complex technical concepts in simple terms, and be ready to discuss how you ensure clear communication within your team and with clients.