Service Desk Manager

As the Service Desk Manager you will act as the leader and coordinator for service desk operations, ensuring exemplary technical support and customer service for all stakeholders. Reporting directly to the COO, this role is central to maintaining operational excellence, service quality, and team performance within the service desk environment.

Responsibilities:

· Oversee Service Desk Operations: Supervise daily activities, ensuring the service desk runs smoothly and efficiently.

· Ticket Triage and Assignment: Review incoming support requests, prioritise them, and assign tickets to the appropriate team members based on skill, availability, and urgency.

· Service Level Agreement (SLA) Adherence: Monitor ticket progress, ensuring that all requests are resolved within the agreed SLAs, and proactively address any potential breaches.

· Escalation Management: Evaluate and escalate complex or high-priority issues to field teams or higher technical support as required, following established protocols.

· Ticket Balancing and Reassignment: Regularly review ticket distribution to balance workloads, reassign tickets to optimise resource use, and avoid bottlenecks.

· Quality Control: Evaluate service desk responses, technical builds, and repairs for completeness, accuracy, and adherence to quality standards; provide feedback and coaching where necessary.

· Shift Management: Organise, schedule, and oversee service desk shifts to ensure full coverage during operating hours.

· Holiday and Absence Planning: Manage and approve holiday requests, keeping track of team availability to maintain service levels during staff absences.

· Training and Development: Ensure team members complete agreed training programmes; identify further skills gaps and coordinate ongoing professional development.

· Documentation and Knowledge Base Maintenance: Oversee the creation and updating of documentation, guides, and internal knowledge bases to support efficient issue resolution and team learning.

· Team Leadership and Support: Motivate, mentor, and support service desk staff, fostering a collaborative and high-performing team environment.

· Onboarding and Offboarding: Oversee the onboarding of new service desk staff and the offboarding process for departing team members, ensuring all procedures are completed properly.

Do you have experience in VMware?, * Proven experience managing or leading a Service Desk within an MSP / Managed Services environment

• Strong understanding of Service Desk operations, including ticket triage, prioritisation, escalations, SLAs, and KPIs
• Solid working knowledge of ITIL-aligned processes (Incident, Problem, Change Management)
• Good practical understanding of Microsoft 365 services (Exchange Online, SharePoint, OneDrive, Teams, licensing)
• Awareness of identity and access management concepts (Azure AD / Entra ID, MFA, conditional access)
• Strong cyber security awareness, including recognising potential security incidents and following correct escalation paths
• Ability to quality-check technical resolutions and ensure consistent documentation standards
• Working knowledge of core networking and infrastructure concepts (LAN/WAN, Wi-Fi, firewalls, backups)
• Confidence using service data, reports, and trends to drive service improvement and customer outcomes
• Ability to coach and develop Service Desk staff, raising technical standards across the team

Desirable

• Experience working in, or transitioning towards, a Managed Intelligence Provider or proactive MSP model
• Familiarity with RMM tools, monitoring platforms, and automation-driven service delivery
• Knowledge of Cyber Essentials, GDPR, and baseline security frameworks
• Experience coordinating with third-party vendors and managing technical escalations
• Exposure to endpoint management solutions (e.g. Intune) and modern workplace security tooling
• Strong interest in automation, continual improvement, and reducing reactive support through intelligence-led services

Pulled from the full job description

• Free parking
• Company pension
• Paid volunteer time
• Cycle to work scheme
• Company events
• On-site parking, Why Join Us? At Focus Technology Europe Ltd, we value curiosity, problem-solving, and a passion for technology. We offer a competitive salary, a weekly pasty, monthly pizza all hands evenings, a supportive work environment, and the opportunity to grow your skills and knowledge in the IT field. If you love fixing things and finding solutions, we would love to hear from you.

Job Types: Full-time, Permanent

Pay: From £35,000.00 per year

Benefits:

• Company events
• Company pension
• Cycle to work scheme
• Free parking
• On-site parking
• Paid volunteer time

At Focus Technology Europe Ltd, we are at the forefront of enabling our customers to maximise the benefits of technology in their businesses. We believe in the power of curiosity, the drive for solutions, and the joy of fixing things. We are currently seeking a Service Desk Manager to join our dynamic team in Redruth, Cornwall.