Service Desk Manager —Location: London/ Birmingham | Department: IT | Reports to: CTO | Full-timeWe are hiring for a our clients who run a Commercial Telecoms offering, managing all of their clients business communication needs. They are one of the UK's largest independently owned communication solutions providers, delivering a range of telephony and IT products and services, UK wide. The clients are currently managing 4,000 customers, ensuring products and services are delivered seamessly and effortlessly.
Our clients' customer care, empowerment, delivery, evolution and teamwork are paramount putting customers, employees and communities first while driving accountability, learning and high performanceOur client is seeking a Service Desk Manager to ensure the smooth running of their MSP service desk, with a focus on SLA performance, customer feedback and team morale. You'll manage multi-site service desk leaders, own SLA delivery, champion customer experience and drive continuous process and people improvements. You must have experience of working within a Managed Service Provider (MSP)Key responsibilitiesOwn and drive SLA performance and service delivery across the service desk, supported by the Operations Manager.
Ensure effective ticket lifecycle management (logging → escalation → resolution) and escalate appropriately.
Review ticket audits, deliver coaching/training and run periodic incentives to maintain engagement.
Provide line management for team leaders across multiple locations; Maintain and deliver product/service training and coordinate external supplier training.
Improve and document service desk processes and ensure adherence to business controls (eg. ISO 27001, policies, H&S).Foster cross-team communication (service desk, procurement, account management) to ensure seamless customer experience.
Essential3+ years' experience managing a service desk team of 20+ within an MSP/managed service environment. Strong knowledge of Windows, Microsoft 365/cloud services, networking fundamentals, endpoint management and security tools.
Experience supporting SME clients across multiple industries.
DesirableExperience managing multi-site or remote teams. Experience transforming or improving service desk operations. Familiarity with commercial aspects (contracts, renewals, roadmaps).
Servicemanager in London employer: MBR Partners
Join a dynamic private equity firm in Mayfair, London, where you will be at the forefront of sourcing high-quality investment opportunities in the thriving UK technology sector. Our collaborative and entrepreneurial culture fosters creativity and initiative, offering significant career progression and the chance to make a meaningful impact while working alongside seasoned investors. With a strong focus on building long-term relationships and supporting founder-led businesses, this role provides a unique opportunity to shape our origination strategy in an exciting growth phase.
