At a Glance
- Tasks: Lead and mentor a 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: Dynamic team atmosphere with opportunities for professional growth.
- 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 - IT Support in Northampton employer: Nextech
Join an award-winning MSP 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 have the opportunity to lead a talented team, drive performance, and contribute to the company's exciting growth trajectory, all while enjoying competitive salary packages and genuine career progression opportunities.
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Manager - IT Support in Northampton
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what Nextech values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges Nextech might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at Nextech!
✨Direct Apply to Nextech
Let's not forget to apply directly through the Nextech website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace Service Desk Manager - IT Support in Northampton
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at Nextech.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at Nextech. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at Nextech
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
