Service Desk Manager

Service Desk Manager

London - (4 days On-site, Friday WFH)

£50,000 - £65,000 + 25 Days Holiday + Career Progression + Pension

Are you an experienced Service Desk Manager from an IT Managed Service Provider environment looking for a pivotal leadership role where you can shape the future of a growing service operation, develop high‑performing teams, improve processes, and have a direct impact on client satisfaction and business success?

This is a fantastic opportunity to join a growing and ambitious business where the Service Desk sits at the heart of the operation. Reporting directly to the Managing Director, you will be responsible for driving service excellence, developing team capability, implementing best practice processes, and ensuring the highest levels of customer satisfaction.

You will lead the ongoing development of the Service Desk function, overseeing service delivery performance, SLA management, reporting, customer relationships, and continuous improvement initiatives. This role will also play a key part in the implementation and growth of a 24/7/365 support operation.

• Manage and develop the Service Desk team, processes, and performance
• Oversee SLA management, reporting, service reviews, and customer satisfaction
• Implement and maintain ITIL‑aligned processes and best practices
• Drive continuous improvement, automation, and operational efficiency
• Lead onboarding of new clients and build strong stakeholder relationships
• Support the development of a 24/7/365 service operation

• Previous Service Desk Management experience within an MSP environment, or strong customer service management background
• Good technical understanding of IT support environments
• Experience with ITIL processes and service delivery best practices
• Knowledge of ISO
  9001 and ISO
  27001 standards advantageous
• Strong leadership, communication, and stakeholder management skills
• Highly organised, proactive, and capable of thriving under pressure

We are an equal opportunities company and welcome applications from all suitable candidates.