At a Glance
- Tasks: Lead and mentor a dynamic team of service desk engineers to resolve complex technical issues.
- Company: Join an award-winning MSP in Northampton with a strong client-focused culture.
- Benefits: Competitive salary, career progression, and a supportive, collaborative work environment.
- Other info: Enjoy a positive atmosphere where your contributions are valued and recognised.
- Why this job: Be part of a high-growth company making a real impact in the tech industry.
- Qualifications: Experience in service desk management and solid technical knowledge required.
The predicted salary is between 40000 - 50000 £ per year.
Location: Northampton
Salary: £40,000-£50,000
Type: Full-time, Permanent
About Our Client
We are delighted to be recruiting for one of the most exciting MSPs in the region. Our client is a Northampton-based, award-winning MSP that, in just a couple of years, has made a remarkable impact. This is not a business resting on its laurels; it's a high-growth, ambitious organisation with a clear vision and the talent to match. They have built a strong, client-focused culture and are now looking for an experienced Service Desk Manager to join their leadership team and drive the next phase of their growth.
The Opportunity
Our client is looking for an experienced individual to lead a team of engineers and act as the senior escalation point for complex technical issues. You'll need strong people management skills and solid technical knowledge, and will work closely with senior leadership to uphold the high service standards that have made this business award-winning.
Key Responsibilities
- Lead, mentor, and develop a team of 7-8 service desk engineers, driving performance and professional growth
- Act as the senior escalation point for complex technical issues, ensuring swift and effective resolution
- Own SLA management, ticket workflows, resource planning, and shift coverage across the service desk
- Monitor and report on team KPIs and metrics, presenting findings to senior leadership
- Drive continuous improvement across processes, tooling, and service delivery standards
- Manage client escalations with professionalism, maintaining strong relationships and high satisfaction
- Conduct regular 1:1s, team meetings, and formal performance reviews
- Support recruitment, onboarding, and training of new engineers as the team scales
- Ensure documentation, knowledge base articles, and SOPs remain current and accurate
What Our Client is Looking For
- Proven experience in a service desk management or team lead role. MSP background strongly preferred
- Solid technical grounding: Windows environments, networking, Microsoft 365, and cloud platforms
- Demonstrable experience managing technical teams in a fast-paced, client-facing setting
- Excellent communication skills, confident engaging with clients and motivating engineers alike
- Data-driven approach to service delivery, with experience managing SLAs and performance metrics
- Familiarity with ITSM platforms such as ConnectWise, Autotask, HaloPSA, or similar
- A genuine passion for customer service and delivering an exceptional client experience
- ITIL Foundation certification is desirable but not essential
What's on Offer
- Competitive salary of £40,000 - £50,000 depending on experience
- The chance to join an award-winning business at a genuinely exciting point in its growth
- A supportive, collaborative culture where leadership is visible and your contribution is valued
- Real career progression opportunities as the business continues to scale
- A positive, energetic working environment with a team that takes pride in what they do
Service Desk Manager employer: Nextech Group Limited
Join an award-winning Managed Service Provider in Northampton that is not only making waves in the industry but also prioritises a supportive and collaborative work culture. As a Service Desk Manager, you will lead a dynamic team, drive performance, and enjoy real opportunities for career progression in a fast-paced environment that values your contributions and fosters professional growth.
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Manager
✨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 values and how they align with your own. This will help you tailor your responses and show that you're genuinely interested in being part of their team.
✨Tip Number 3
Practice your interview skills with a friend or mentor. Get comfortable discussing your experience and how it relates to the role of Service Desk Manager. The more you practice, the more confident you'll feel when it’s time to shine!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we’re always looking for passionate individuals who want to make a difference in a high-growth environment like ours.
We think you need these skills to ace Service Desk Manager
Some tips for your application 🫡
Tailor Your CV:Make sure your CV reflects the skills and experiences that match the Service Desk Manager role. Highlight your experience in managing technical teams and any relevant MSP background to catch our eye!
Craft a Compelling Cover Letter:Use your cover letter to tell us why you're passionate about customer service and how you can contribute to our award-winning culture. Be genuine and let your personality shine through!
Showcase Your Technical Skills:Since this role requires solid technical grounding, don’t shy away from mentioning your expertise in Windows environments, networking, and cloud platforms. We want to see how you can lead our team effectively!
Apply Through Our Website:For the best chance of success, make sure to apply directly through our website. This way, we can easily track your application and get back to you quicker. We can't wait to hear from you!
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 Windows environments, networking, and Microsoft 365. Be ready to discuss how you've handled complex technical issues in the past, as this will show your expertise and confidence.
✨Showcase Your Leadership Skills
Prepare examples of how you've led and developed teams in previous roles. Think about specific situations where you motivated engineers or resolved conflicts, as this will demonstrate your people management skills and ability to drive performance.
✨Understand the Company Culture
Research the client’s values and culture. Since they pride themselves on a client-focused approach, be ready to discuss how you can contribute to maintaining high service standards and client satisfaction.
✨Be Data-Driven
Familiarise yourself with key performance indicators (KPIs) and service level agreements (SLAs). Be prepared to talk about how you've used data to improve service delivery in the past, as this aligns with their expectations for a Service Desk Manager.
