Service Desk Manager

The Opportunity

We're working with a well-established IT MSP, to find a Service Desk Manager / Team Lead. It's a small, friendly team with ambitious growth plans, so this is a chance to take ownership of the service desk, shape how it runs and grow with the business as it expands.

This is a hands-on leadership role: you'll lead the team and the standard of service, while still rolling up your sleeves on escalated technical issues.

The Role

You'll be responsible for the day-to-day running of the service desk, making sure customers receive prompt, high-quality support and that tickets, SLAs and escalations are managed properly. You'll coach and develop the team, introduce structure and process as the business scales, and act as the main point of contact for customers on service matters.

What You'll Be Doing

Leading the service desk

• Lead, support and develop the new service desk team, setting clear priorities and standards
• Manage the daily workload, making sure tickets are logged, prioritised, escalated and resolved within agreed SLAs
• Coach and mentor engineers, and help build the team's technical confidence and customer service skills
• Contribute to recruitment and onboarding as the team grows

Hands-on technical support

• Act as the escalation point for complex 2nd and 3rd line issues across Microsoft 365, Windows, networks, hardware and software
• Support customers remotely and on site where needed
• Work with vendors and third-party suppliers to resolve issues

Process, reporting and customer service

• Build and improve service desk processes, procedures and the knowledge base
• Monitor performance and report on tickets, SLAs and customer satisfaction
• Be the main contact for customers on service matters, handling escalations and complaints professionally
• Help onboard new customers and keep documentation accurate and up to date
• Work with the directors on service improvements and the growth plan

What We're Looking For

• Proven experience running or leading a service desk or support team, in an MSP environment.
• Strong 2nd/3rd line technical skills, including Microsoft 365, Windows, Active Directory and networking fundamentals
• Experience managing tickets, SLAs and escalations using a ticketing or PSA system
• A strong communicator with excellent customer service skills, who stays calm under pressure
• The ability to coach and motivate a small team, and to bring structure to a growing function
• A proactive, hands-on approach and the confidence to make decisions

Nice to Have

• ITIL Foundation or similar service management training
• Microsoft certifications
• Experience supporting small and medium-sized businesses
• Experience helping a service desk or business scale

What's on Offer

• Salary of up to £50,000 depending on experience
• The chance to take ownership of the service desk and shape how it develops
• A small, growing team with ambitious growth plans, and real visibility with the directors
• Scope to progress as the business grows