Service Desk Manager

Service Desk Manager MSP
This is a site-based role 5 days per week.

My client, based in BD20 is a leading UK Managed Service Provider (MSP) delivering secure, high-performance IT services to customers in the Energy, Policing, and Financial Services sectors. As a trusted MSP, they design, build, and manage resilient technology platforms where uptime, performance, and security are critical. Their Network Operations Centres provide 24/7 support for complex, high-availability systems.

The Service Desk Manager will lead and develop a growing technical support team, ensuring exceptional service delivery to major Energy and Police sector customers. This is a hands-on MSP leadership role focused on service quality, proactive communication, and continual improvement within a 24/7 environment. Reporting to the Operations Director, you’ll collaborate with Engineering, Account Management, and PMO teams to maintain mission-critical infrastructure and cloud services.
Key Responsibilities

• Lead, coach, and develop the Service Desk team to deliver outstanding customer support.
• Maintain service levels and a CSAT score above 8.5.
• Act as the escalation point for major incidents and complex issues.
• Refine and manage Service Desk processes (incident, request, problem, change).
• Ensure smooth project handovers into steady-state service.
• Use performance data and dashboards to drive improvement and decision-making.
• Represent the MSP in customer service reviews, providing insights and service reports.

What You’ll Bring

• Experience leading or managing a Service Desk or IT support team within an MSP.
• Strong technical grounding across infrastructure, networking, and cloud technologies.
• Proven ability to manage escalations and communicate clearly with senior stakeholders.
• Familiarity with ITIL and ISO27001 frameworks.
• Customer-focused, calm under pressure, and committed to continuous improvement.

This is an opportunity to play a key leadership role within a fast-growing MSP, working with a skilled team supporting customers where reliability and security are critical. You’ll shape the service culture, drive improvement, and contribute directly to customer success and growth.

Salary: £50,000-£55,000 PA DOE
Hours: Monday – Friday 37.5 hours per week – Fully office based
Holiday:25 days per year + B/H
Free on-site parking, good rail links
NPPV3 + SC Security Clearance.

For more information about this role apply now or contact Sally at Headway Recruitment.