At a Glance
- Tasks: Lead a dynamic service desk team to deliver top-notch IT support and customer service.
- Company: Join a forward-thinking MSP focused on service excellence and client satisfaction.
- Benefits: Competitive salary, career development opportunities, and a collaborative work environment.
- Other info: Opportunity for growth in a supportive, customer-centric culture.
- Why this job: Shape the future of IT support while making a real difference for clients.
- Qualifications: 3+ years in IT Service Desk management with strong leadership skills.
The predicted salary is between 45000 - 55000 £ per year.
Overview
In this role you will lead a busy MSP service desk to deliver high-quality IT support and strong customer service.
You’ll guide a small team, manage daily operations, and monitor KPIs and SLAs to drive continual service improvement.
You will partner with technical and account teams to ensure effective, secure, and efficient service delivery.
This is an opportunity to shape service excellence in a collaborative, customer-focused environment with tangible impact on client outcomes.
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
- Key requirements
- 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
- Good networking fundamentals across LAN, WAN, VPN, routers and firewalls
- Understanding of IT security and experience handling security incidents
- Experience with PSA/RMM platforms such as Autotask, Halo PSA, Connect Wise, Datto RMM or similar
- Strong leadership, communication and organisational skills
- Customer-focused with a practical, analytical approach
- ITIL Foundation or higher
- Microsoft certifications
- Leadership/management qualification
- PRINCE2 Foundation
- Requirements: Full UK driving licence and willingness to undertake an enhanced DBS check
- Leadership
- Communication
- Organisational skills
- Microsoft 365
- Entra ID
- Azure
Service Desk Manager – ON SITE – 11855MS in Surrey employer: Proactive Appointments
Join a dynamic team as an IT Support Analyst in the vibrant area near Stamford, where you will benefit from a supportive work culture that prioritises employee growth and development. With a competitive salary and an impressive benefits package including hybrid working options, private medical and dental care, and a subsidised gym membership, this role offers a fulfilling and rewarding career path in a company that values its employees.
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Manager – ON SITE – 11855MS in Surrey
✨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 Proactive Appointments 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 Proactive Appointments 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 Proactive Appointments!
✨Direct Apply to Proactive Appointments
Let's not forget to apply directly through the Proactive Appointments 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 – ON SITE – 11855MS in Surrey
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 Proactive Appointments.
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 Proactive Appointments. 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 Proactive Appointments
✨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.
