Service Desk Manager We are looking for an experienced Service Desk Manager to lead and develop a busy Managed Service Provider (MSP) Service Desk. You’ll manage a team of 6–8 Service Desk Engineers , ensuring high-quality IT support, strong customer service, SLA/KPI performance and continual service improvement. Key Responsibilities Lead, coach and develop a team of Service Desk Engineers Manage day-to-day Service Desk operations, workload and resource planning Monitor KPIs, SLAs and customer satisfaction Act as the escalation point for technical and customer issues Ensure high standards of ticket quality, documentation and ITIL practices Drive service improvement, efficiency and first-time fix rates Produce service performance reports for senior management Work closely with technical and account management teams Support a positive, collaborative and customer-focused culture About You 3+ years’ experience managing an IT Service Desk within an MSP Experience managing a team of 6–8 engineers Strong knowledge of ITIL, SLAs, KPIs and service management Experience handling escalations and major incidents Good knowledge of Microsoft 365, Entra ID, Azure, Intune and MDM Goo...
Service Desk Manager - ON SITE employer: Proactive Appointments Careers
Join a leading financial services provider in Grimsby, where your role as a Business Intelligence Analyst will be pivotal in shaping data-driven decisions and enhancing portfolio performance. Our collaborative work culture fosters innovation and growth, offering you ample opportunities for professional development while enjoying the benefits of a supportive environment that values your contributions. With a focus on utilising cutting-edge tools like SAS Viya, you'll be at the forefront of transforming complex data into actionable insights, making this an exciting place to advance your career.
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Proactive Appointments Careers Recruitment Team
