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# Service Desk Manager

- **Company:** Msp Limited
- **Location:** London, UK
- **Salary:** £50,000.0 - £55,000.0
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Cloud Services, Information Technology
- **Published:** August 7, 2026
- **Apply:** https://www.reed.co.uk/jobs/service-desk-manager/57207838

## About the Role

* Proven experience managing or leading a service desk team within an MSP or IT services provider.
 * Strong technical grounding across core IT infrastructure - Microsoft 365, networking, cloud services and end-user support, with 3rd line experience essential.
 * Confident owning SLAs, KPIs and reporting, with a track record of driving measurable improvements in service quality.
 * A natural leader who can motivate a team, manage performance, and lead by example under pressure.
 * Comfortable being client-facing, with the credibility and communication skills to manage relationships at all levels.
 * ITIL knowledge or certification is desirable but not essential.
 * A full UK driving licence, as regular travel to client sites will be required.

Skills

 * Service Desk Management

## Description

* Take full ownership of the service desk team, managing day-to-day workload, rotas, and performance across 1st and 2nd line support.
 * Act as the primary escalation point for major incidents and complex technical issues, ensuring swift resolution and clear communication with clients throughout.
 * Own and report on SLAs, KPIs and ticket queue health, identifying trends and implementing process improvements to drive efficiency.
 * Lead, coach and develop service desk engineers, supporting their technical growth and career progression.
 * Build and maintain strong client relationships, attending client sites regularly to review service performance and identify opportunities to add value.
 * Work closely with other internal teams - including projects, networking, security and telephony - to ensure a joined-up approach to service delivery.
 * Contribute to the development and documentation of service desk processes, procedures and ways of working as the business scales.
 * Support recruitment, onboarding and training of new service desk team members.


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