At a Glance
- Tasks: Lead the Service Desk, ensuring top-notch support and service delivery.
- Company: Join a fast-growing Microsoft partner delivering exceptional cloud and managed services.
- Benefits: Enjoy a competitive salary, private healthcare, enhanced pension, and regular social events.
- Other info: Opportunity for professional development and clear progression paths.
- Why this job: Shape a critical service function and influence customer outcomes in a collaborative culture.
- Qualifications: 6+ years in technical support with leadership experience in a Microsoft-focused environment.
The predicted salary is between 42000 - 98000 € per year.
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This range is provided by Set2Recruit. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.
Base pay range
Direct message the job poster from Set2Recruit
Lead Infrastructure, Support & Cloud Services Recruitment Consultant at Set2 Recruit
Head of Service Desk – Microsoft Partner (Up to £70K DOE)
My client is a fast-growing, Microsoft services partner delivering outstanding cloud, infrastructure, and managed services across enterprise and SMB markets. They are committed to operational excellence and delivering world-class customer experiences.
Role Overview
As Head of Service Desk, you will lead the entire support function, ensuring high-quality service delivery across 1st, 2nd, and 3rd lines. You’ll provide strategic leadership, shape customer service standards, and act as the senior escalation point for complex issues.
Key Responsibilities
- Oversee day-to-day operations of the Service Desk, ensuring consistent SLA adherence and outstanding customer experience
- Design and implement ITIL‐aligned processes, policies, and workflows to support scalable service delivery
- Act as the primary 3rd‑line escalation point, particularly for complex or technical incidents
- Mentor and develop your team, fostering a culture of collaboration and continuous improvement
- Work with Infrastructure, Security, and Project teams to streamline coordination and issue resolution
- Own reporting dashboards and KPIs, driving service performance and highlighting areas for improvement
- Drive automation initiatives using tools such as PowerShell and Power Automate to increase efficiency
- Support recruitment, onboarding, and staff planning for the Service Desk function
- Engage with executive and client stakeholders, representing the service desk and maintaining client confidence
Experience & Skills
- Minimum 6+ years in technical support, including significant 3rd‑line experience in an MSP environment
- At least 5 years in a leadership role, within a Microsoft-focused service organisation
- Solid experience with Microsoft tech stack: Windows Server, Active Directory, Azure (Entra ID), Microsoft 365, Intune, Autopilot
- Familiarity with networking fundamentals—firewalls, VPNs, VLANs, routing
- Strong knowledge of ITIL practices, support operations, and service improvement strategies
- Excellent verbal and written communication skills; comfortable engaging with technical and senior stakeholders
- Comfortable interpreting and reporting on performance data and SLAs to guide decision-making
Why Join?
- Competitive salary up to £70K DOE
- Opportunity to shape and lead a critical service function within a Microsoft Partner environment
- Collaborative culture, with investment in professional development and certifications
- Clear progression path and real influence over customer outcomes and technical delivery
- Private Health Care
- Enhanced pension
- Regular company social events
If you’re interested in this opportunity, please send across your CV for immediate consideration.
Set2 Recruit is acting as an employment agency in relation to this vacancy.
Seniority level
Seniority level
Mid-Senior level
Employment type
Employment type
Full-time
Job function
Job function
Information TechnologyIndustries
IT Services and IT Consulting
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#J-18808-LjbffrHead of Service Desk employer: Set2Recruit
Join a dynamic and fast-growing Microsoft services partner as the Head of Service Desk, where you will lead a collaborative team dedicated to delivering exceptional customer experiences. With a competitive salary of up to £70K, comprehensive benefits including private healthcare and enhanced pension, and a strong focus on professional development, this role offers a unique opportunity to shape service delivery in a supportive environment. Located in the vibrant City of Bristol, you'll enjoy a culture that values innovation and continuous improvement, making it an excellent place for career growth.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Service Desk
✨Tip Number 1
Familiarise yourself with ITIL practices and how they apply to service desk operations. Being able to discuss specific ITIL processes during your interview will demonstrate your expertise and understanding of the role.
✨Tip Number 2
Showcase your leadership skills by preparing examples of how you've mentored teams in the past. Highlighting your experience in fostering a collaborative culture can set you apart from other candidates.
✨Tip Number 3
Be ready to discuss your experience with Microsoft technologies, especially Azure and Microsoft 365. Having specific examples of how you've used these tools to improve service delivery will be beneficial.
✨Tip Number 4
Prepare to engage with potential stakeholders by practising your communication skills. Being able to articulate complex technical issues in a clear and concise manner will show that you're capable of representing the service desk effectively.
We think you need these skills to ace Head of Service Desk
Some tips for your application 🫡
Tailor Your CV:Make sure your CV highlights your relevant experience in technical support and leadership roles, particularly within a Microsoft-focused service organisation. Emphasise your familiarity with the Microsoft tech stack and ITIL practices.
Craft a Compelling Cover Letter:Write a cover letter that showcases your strategic leadership skills and your ability to enhance customer service standards. Mention specific examples of how you've mentored teams and improved service delivery in previous roles.
Highlight Key Achievements:In your application, include quantifiable achievements related to service desk operations, such as improvements in SLA adherence or successful automation initiatives. This will demonstrate your impact in previous positions.
Prepare for Technical Questions:Be ready to discuss your experience with complex technical incidents and how you’ve resolved them. Familiarise yourself with common issues in the Microsoft tech stack and be prepared to explain your approach to problem-solving.
How to prepare for a job interview at Set2Recruit
✨Showcase Your Leadership Skills
As the Head of Service Desk, you'll be expected to lead a team. Be prepared to discuss your leadership style and provide examples of how you've successfully mentored and developed your team in previous roles.
✨Demonstrate Technical Expertise
Make sure you can confidently discuss your experience with the Microsoft tech stack, including Windows Server, Active Directory, and Azure. Prepare to answer technical questions that may arise during the interview.
✨Understand ITIL Practices
Since the role involves designing ITIL-aligned processes, brush up on your ITIL knowledge. Be ready to explain how you've implemented ITIL practices in past positions and the impact it had on service delivery.
✨Prepare for Stakeholder Engagement
You'll need to engage with both technical and senior stakeholders. Think of examples where you've successfully communicated complex information to non-technical audiences and how you maintained client confidence in challenging situations.
