Service Desk Manager

We are looking for an experienced Service Desk Manager to lead and develop a busy Managed Service Provider (MSP) Service Desk.

You’ll manage a team of 6-8 Service Desk Engineers, ensuring high-quality IT support, strong customer service, SLA/KPI performance and continual service improvement. Key Responsibilities

• Lead, coach and develop a team of Service Desk Engineers
• Manage day-to-day Service Desk operations, workload and resource planning
• Monitor KPIs, SLAs and customer satisfaction
• Act as the escalation point for technical and customer issues
• Ensure high standards of ticket quality, documentation and ITIL practices
• Drive service improvement, efficiency and first-time fix rates
• Produce service performance reports for senior management
• Work closely with technical and account management teams
• Support a positive, collaborative and customer-focused culture

• 3+ years’ experience managing an IT Service Desk within an MSP
• Experience managing a team of 6-8 engineers
• Strong knowledge of ITIL, SLAs, KPIs and service management
• Experience handling escalations and major incidents
• Good knowledge of Microsoft 365, Entra ID, Azure, Intune and MDM
• Good networking fundamentals across LAN, WAN, VPN, Routers and firewalls
• Understanding of IT security and experience handling security incidents
• Experience with PSA/RMM platforms such as Autotask, HaloPSA, ConnectWise, Datto RMM or similar
• Strong leadership, communication and organisational skills
• Customer-focused with a practical, analytical approach

Desirable

• ITIL Foundation or higher
• Microsoft certifications
• Leadership/management qualification
• PRINCE2 Foundation

Requirements: Full UK driving licence and willingness to undertake an enhanced DBS check.

Proactive Appointments Limited operates as an employment agency and employment business and is an equal opportunities organisation