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For Companies At a Glance
- Tasks: Lead a dynamic service desk team and ensure top-notch IT support services.
- Company: Join a growing MSP with a focus on innovation and customer satisfaction.
- Benefits: Competitive salary, private healthcare, generous leave, and ongoing training.
- Why this job: Make a real impact by leading a high-performing team in a vibrant environment.
- Qualifications: Experience in service desk management and strong leadership skills required.
- Other info: Opportunity for career growth and collaboration with senior leadership.
The predicted salary is between 36000 - 54000 £ per year.
Location: On-site in Bedford, Weekly travel to London (1-2 days)
Salary: Up to £45,000 per annum
Type: Full-time, Permanent
The Opportunity
We are seeking an experienced Service Desk Manager to lead our client's MSP service desk operation, based onsite in Bedford with regular travel to our London office. This role is primarily operational, focused on the day-to-day management, performance and delivery of IT support services across 1st-3rd line. You will be responsible for leading a team of 15 engineers, ensuring service excellence, strong SLA performance and a consistently high standard of customer support.
Reporting directly to the Head of Operations, you will work closely with our Customer Success Managers and internal technical teams to align service delivery with customer expectations and business objectives.
Key Responsibilities
- Full ownership of daily service desk operations within an MSP environment
- Direct line management, mentoring and development of 15 service desk engineers (1st-3rd line)
- Oversight of ticket queues, prioritisation, escalations and workload distribution
- Management of incident, problem and major incident processes, acting as an escalation point
- Ensuring all services are delivered in line with SLAs, KPIs and contractual commitments
- Regular collaboration with Customer Success Managers to support customer satisfaction and retention
- Performance management including 1:1s, appraisals, coaching and development plans
- Recruitment, onboarding and training of new team members
- Producing operational reporting and contributing to service reviews
- Driving continuous improvement across processes, tooling and team capability
- Maintaining consistent service delivery across Bedford and London locations
What We're Looking For
- Proven experience as a Service Desk Manager or IT Support Manager within an MSP / managed services environment
- Strong operational leadership experience managing medium-sized service desk teams
- Background overseeing 1st-3rd line support functions
- Solid technical foundation enabling effective escalation management
- Experience working with ITSM tools, SLAs and service performance reporting
- Excellent communication skills and the ability to work closely with internal stakeholders
- Willingness to be onsite in Bedford, with weekly travel to London (1-2 days)
Desirable
- ITIL certification or strong ITIL-aligned working practices
- Experience working closely with Customer Success or Account Management teams
What We Offer
- Salary of up to £45,000 per annum
- Private healthcare
- Private dental care
- Company pension scheme
- Life assurance
- Generous annual leave entitlement
- Employee assistance programme (EAP)
- Ongoing training and professional development
- Permanent, full-time position
- Key leadership role within a growing MSP
- Close collaboration with senior operations leadership
- Opportunity to influence and improve service
If you're an experienced Service Desk Manager looking to lead a high-performing MSP service desk in a hands-on, operational role, we'd love to hear from you. Apply today to find out more about this opportunity.
Service Desk Manager in Bedford employer: Nextech Group Limited
Contact Detail:
Nextech Group Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Manager in Bedford
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, attend local meetups, or join online forums. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their service desk operations and think about how your experience aligns with their needs. This will help you stand out as a candidate who truly gets what they’re about.
✨Tip Number 3
Practice your interview skills with a friend or mentor. Focus on articulating your leadership style and how you've managed teams in the past. Being able to share specific examples will show that you're ready to take on the Service Desk Manager role.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in joining our team.
We think you need these skills to ace Service Desk Manager in Bedford
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Service Desk Manager role. Highlight your experience in managing service desk operations and leading teams, as this is what we’re really looking for!
Showcase Your Skills: Don’t forget to showcase your technical skills and operational leadership experience. We want to see how you’ve successfully managed 1st-3rd line support functions in the past.
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you’re the perfect fit for our team and how your background aligns with our goals at StudySmarter.
Apply Through Our Website: We encourage you to apply through our website for a smoother application process. It’s the best way for us to receive your application and get you on our radar!
How to prepare for a job interview at Nextech Group Limited
✨Know Your Stuff
Make sure you brush up on your technical knowledge, especially around 1st-3rd line support. Be ready to discuss specific tools and processes you've used in previous roles, as well as how you've managed escalations and incidents.
✨Showcase Your Leadership Skills
Prepare examples of how you've successfully led a team in the past. Think about times when you've mentored engineers or improved team performance. Highlight your experience with performance management and how you’ve driven continuous improvement.
✨Understand the Company Culture
Research the company’s values and culture. Be ready to explain how your leadership style aligns with their approach to customer success and service delivery. This shows that you’re not just a fit for the role, but also for the team.
✨Ask Insightful Questions
Prepare thoughtful questions about the service desk operations and the challenges they face. This demonstrates your genuine interest in the role and helps you assess if the company is the right fit for you.
