At a Glance
- Tasks: Lead and mentor a dynamic Service Desk team while ensuring top-notch IT service delivery.
- Company: Join Millgate, a forward-thinking company focused on client excellence and operational efficiency.
- Benefits: Competitive salary, professional development, and a collaborative work environment.
- Other info: Opportunity for career growth in a supportive and innovative workplace.
- Why this job: Make a real impact by enhancing client experiences and driving continuous improvement in IT services.
- Qualifications: Proven leadership in Service Desk management and strong technical knowledge in Microsoft 365/Azure.
The predicted salary is between 50000 - 65000 £ per year.
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Role Purpose
The Service Desk Manager is responsible for the overall leadership, performance, and continuous improvement of Millgate's Service Desk function. The role ensures high-quality, consistent delivery of managed IT services, adherence to SLAs, and exceptional client experience. You will lead the Service Desk team, manage escalations, drive operational excellence, and collaborate across departments to ensure that services are efficient, scalable, and aligned with Millgate's strategy. This position is critical in maintaining strong client relationships while ensuring internal accountability, process discipline, and technical excellence.
Key Responsibilities
- Leadership & Team Management
- Lead, develop, and mentor Service Desk Engineers across all levels.
- Conduct regular one-to-ones, performance reviews, and development planning.
- Set and enforce expectations for:
- Ticket quality
- Communication standards
- Professional conduct
- Documentation discipline
- Foster a high-performance, accountable, and collaborative culture.
- Support succession planning and team growth in line with business demand.
- Service Delivery & Operational Management
- Own the end-to-end delivery of Service Desk operations.
- Ensure tickets are prioritised, assigned, and managed effectively in line with SLAs.
- Maintain strict adherence to:
- Ticket management standards
- Escalation procedures
- Communication expectations
- Act as the senior escalation point for high-priority incidents and client issues.
- Ensure proactive communication and clear expectations are set with clients throughout ticket lifecycles.
- Provide advice and technical expertise in the sale of new products and services to our clients.
- Promote current and future proof security and backup practices.
- Drive consistency across all Service Desk processes and workflows.
- SLA, KPI & Performance Management
- Monitor KPIs and SLAs across the Service Desk.
- Track and report on:
- Response and resolution times
- Ticket volumes and backlog
- SLA performance and breaches
- Identify trends, risks, and areas for optimisation.
- Drive corrective actions to improve service performance and efficiency.
- Incident, Problem & Escalation Management
- Take ownership of major incidents and ensure timely resolution.
- Lead post-incident reviews and root cause analysis activities.
- Ensure preventative measures are implemented to reduce recurrence.
- Oversee and refine escalation paths across service tiers and departments.
- Ensure high-quality escalation handling with appropriate context and documentation.
- Client Relationship & Service Experience
- Act as a senior escalation point for key clients and service-related concerns.
- Build and maintain strong relationships with stakeholders.
- Ensure high levels of customer satisfaction through:
- Clear communication
- Reliable delivery
- Professional engagement
- Work closely with Account Management and Services Sales teams on service improvement and client growth opportunities.
- Continuous Improvement & Process Optimisation
- Identify inefficiencies, recurring issues, and process gaps.
- Drive continuous improvement initiatives across Service Desk operations.
- Ensure all processes are:
- Documented
- Standardised
- Audited regularly
- Support automation and tooling improvements within the tech stack of systems used.
- Cross-Department Collaboration
- Work closely with:
- Professional Services / Projects
- Technical / Infrastructure teams
- Sales and Account Management
- Ensure alignment between pre-sales, delivery, and support capabilities.
- Support onboarding of new clients into managed services.
Skills & Experience
Essential
- Proven experience in a Service Desk Manager or similar leadership role within an MSP environment.
- Strong knowledge of:
- Microsoft 365 / Azure environments
- Networking fundamentals
- Service Desk tooling (e.g. PSA, RMM systems)
- Demonstrated experience:
- Leading and developing technical teams
- Managing high-pressure incidents and escalations
- Driving SLA/KPI performance
Desirable
- Experience scaling service desk operations.
- Knowledge of automation, AI or Copilot within service environments.
- Experience contributing to service design and commercial alignment.
Senior Service Desk Leader - IT Ops & Client Excellence in Sheffield employer: Millgate
Millgate is an exceptional employer that prioritises employee development and fosters a collaborative work culture, making it an ideal place for those looking to grow in their careers. With a strong focus on operational excellence and client satisfaction, employees are empowered to lead initiatives that drive continuous improvement while enjoying the benefits of a supportive environment. Located in the UK, Millgate offers unique opportunities to work with cutting-edge technology and engage with a diverse range of clients, ensuring a rewarding and meaningful career path.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Service Desk Leader - IT Ops & Client Excellence in Sheffield
✨Tip Number 1
Network like a pro! Reach out to your connections in the IT Ops and Service Desk space. Attend industry events or webinars, and don’t be shy about introducing yourself. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Prepare for interviews by practising common questions related to service delivery and team management. Think about your past experiences and how they align with the role. We recommend doing mock interviews with friends or using online platforms to boost your confidence.
✨Tip Number 3
Showcase your leadership skills! When you get the chance to chat with potential employers, highlight your experience in mentoring and developing teams. Share specific examples of how you've driven performance and improved client satisfaction in previous roles.
✨Tip Number 4
Don’t forget to apply through our website! It’s super easy and gives you a better chance of being noticed. Plus, we love seeing candidates who are proactive about their applications. So, get your CV ready and hit that apply button!
We think you need these skills to ace Senior Service Desk Leader - IT Ops & Client Excellence in Sheffield
Some tips for your application 🫡
Tailor Your CV:Make sure your CV speaks directly to the role of Senior Service Desk Leader. Highlight your leadership experience, especially in managing teams and driving performance. We want to see how your skills align with our mission at StudySmarter!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to tell us why you're passionate about IT Ops and client excellence. Share specific examples of how you've improved service delivery or managed escalations in the past.
Showcase Your Technical Skills:Don’t forget to highlight your technical expertise, especially with Microsoft 365, Azure, and service desk tooling. We’re looking for someone who can hit the ground running, so make sure we know what you bring to the table!
Apply Through Our Website:We encourage you to apply through our website for a smoother application process. It helps us keep track of your application and ensures you don’t miss out on any important updates from us!
How to prepare for a job interview at Millgate
✨Know Your Stuff
Make sure you brush up on your knowledge of Microsoft 365, Azure environments, and service desk tooling. Be ready to discuss how you've used these in past roles, especially in high-pressure situations. This will show that you're not just familiar with the tech but can also lead a team effectively.
✨Showcase Your Leadership Skills
Prepare examples of how you've led and developed teams in previous positions. Think about specific instances where you conducted performance reviews or mentored team members. Highlighting your ability to foster a high-performance culture will resonate well with the interviewers.
✨Demonstrate Client-Centric Thinking
Be ready to talk about how you've built strong client relationships in the past. Share examples of how you've handled escalations or ensured high levels of customer satisfaction. This role is all about exceptional client experience, so showing your commitment to this will be key.
✨Continuous Improvement Mindset
Think of ways you've identified inefficiencies or gaps in processes and how you've driven improvements. Discuss any initiatives you've led that resulted in better service delivery or operational excellence. This will show that you're proactive and focused on optimising service desk operations.
