Service Desk Manager MSP

Position: Service Desk Manager – MSP
Service Desk Manager – MSP

Location:

(Hybrid)
Salary: £46,000

This is an excellent opportunity for an experienced Service Desk Manager to join a well‑established Managed Service Provider . You’ll lead a high‑performing technical support team, shape service delivery, and drive continuous improvement across the operation.

If you thrive in a fast‑paced MSP environment and enjoy balancing people leadership with hands‑on operational oversight, this role will suit you perfectly.

Key Responsibilities

* Lead, mentor, and develop a team of 1st– 2nd line engineers

* Oversee day‑to‑day Service Desk operations, ensuring SLAs and KPIs are consistently achieved

* Act as the senior escalation point for technical and customer issues

* Manage resource planning, shift patterns, and workload distribution

* Produce clear, data‑driven service performance reports for internal stakeholders and clients

* Support incident, problem, and change management in line with ITIL best practice

* Assist with onboarding new customers and services into the MSP environment

Service Experience & Continuous Improvement

* Own and enhance the end‑to‑end service experience, ensuring service quality remains consistently high

* Gather, analyse, and act on customer feedback, service data, and performance insights

* Identify trends, bottlenecks, and improvement opportunities across processes, tooling, and customer touchpoints

* Work collaboratively with technical teams and leadership to optimise the service offering and maximise customer satisfaction

* Champion a culture of continuous improvement, ensuring the Service Desk evolves in line with business and customer needs

What You’ll Bring

* Proven experience managing a Service Desk or technical support team within an MSP

* Strong understanding of ITIL principles (ITIL Foundation desirable)

* Excellent leadership, coaching, and team‑development skills

* Calm, structured, and solutions‑focused approach under pressure

* Strong communication and customer‑relationship skills

* Experience with modern ITSM platforms (Halo, Service Now, Fresh service, Autotask, etc.)

* Solid technical grounding across Microsoft 365, Azure, networking, and general infrastructure

Why This Role Stands Out

* Join a respected MSP with a strong growth trajectory

* Supportive leadership team and a culture that values continuous improvement

* Hybrid working model

* Investment in training, certifications, and long‑term career development

* Modern tech stack and a forward‑thinking approach to service delivery

If you’re an experienced Service Desk Manager looking for your next challenge within a dynamic MSP environment, we’d love to hear from you. Apply with your CV today