Service Desk Manager

Role: Service Desk Manager

Location: Northampton

Salary: £40,000-£50,000

Type: Full-time, Permanent

About Our Client

We are delighted to be recruiting for one of the most exciting MSPs in the region. Our client is a Northampton-based, award winning MSP that, in just a couple of years, has made a remarkable impact. This is not a business resting on its laurels; it's a high-growth, ambitious organisation with a clear vision and the talent to match.

They have built a strong, client-focused culture and are now looking for an experienced Service Desk Manager to join their leadership team and drive the next phase of their growth.

The Opportunity

Our client is looking for an experienced individual to lead a team of engineers and act as the senior escalation point for complex technical issues. You'll need strong people management skills and solid technical knowledge, and will work closely with senior leadership to uphold the high service standards that have made this business award-winning.

Key Responsibilities

• Lead, mentor, and develop a team of 7-8 service desk engineers, driving performance and professional growth
• Act as the senior escalation point for complex technical issues, ensuring swift and effective resolution
• Own SLA management, ticket workflows, resource planning, and shift coverage across the service desk
• Monitor and report on team KPIs and metrics, presenting findings to senior leadership
• Drive continuous improvement across processes, tooling, and service delivery standards
• Manage client escalations with professionalism, maintaining strong relationships and high satisfaction
• Conduct regular 1:1s, team meetings, and formal performance reviews
• Support recruitment, onboarding, and training of new engineers as the team scales
• Ensure documentation, knowledge base articles, and SOPs remain current and accurate

What Our Client is Looking For

• Proven experience in a service desk management or team lead role. MSP background strongly preferredSolid technical grounding: Windows environments, networking, Microsoft 365, and cloud platforms
• Demonstrable experience managing technical teams in a fast-paced, client-facing setting
• Excellent communication skills, confident engaging with clients and motivating engineers alike
• Data-driven approach to service delivery, with experience managing SLAs and performance metrics
• Familiarity with ITSM platforms such as ConnectWise, Autotask, HaloPSA, or similar
• A genuine passion for customer service and delivering an exceptional client experience
• ITIL Foundation certification is desirable but not essential

What Our Client is Looking For

• Proven experience in a service desk management, service delivery or team lead role. MSP background strongly preferred
• Solid technical grounding: Windows environments, networking, Microsoft 365, and cloud platforms
• Demonstrable experience managing technical teams in a fast-paced, client-facing setting
• Excellent communication skills, confident engaging with clients and motivating engineers alike
• Data-driven approach to service delivery, with experience managing SLAs and performance metrics
• Familiarity with ITSM platforms such as ConnectWise, Autotask, HaloPSA, or similar
• A genuine passion for customer service and delivering an exceptional client experience
• ITIL Foundation certification is desirable but not essential

What's on Offer

• Competitive salary of £40,000 - £50,000 depending on experience
• The chance to join an award-winning business at a genuinely exciting point in its growth
• A supportive, collaborative culture where leadership is visible and your contribution is valued
• Real career progression opportunities as the business continues to scale
• A positive, energetic working environment with a team that takes pride in what they do