> Markdown version of [/jobs/ext/3021583-service-desk-manager-on-site-11855ms](https://www.wearedevelopers.com/jobs/ext/3021583-service-desk-manager-on-site-11855ms). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Service Desk Manager - ON SITE - 11855MS - **Company:** Proactive.IT Appointments Ltd. - **Location:** Guildford, UK - **Salary:** £50,000.0 - £60,000.0 - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Microsoft Azure, Cyber Security, Virtual Private Networks (VPN), Networking Basics, Wide Area Networks, Network Routers, Microsoft InTune - **Published:** September 21, 2026 - **Apply:** https://find.jobs/jobs-near-me/apply/ats-redirect/?id=2981259021-2 ## About the Role 50k - 60k per year + benefitsService Desk ManagerWe 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.Lead, coach and develop a team of Service Desk EngineersManage day-to-day Service Desk operations, workload and resource planningMonitor KPIs, SLAs and customer satisfactionAct as the escalation point for technical and customer issuesEnsure high standards of ticket quality, documentation and ITIL practicesDrive service improvement, efficiency and first-time fix ratesProduce service performance reports for senior managementWork closely with technical and account management teamsSupport a positive, collaborative and customer-focused culture3+ years' experience managing an IT Service Desk within an MSPExperience managing a team of 6-8 engineersStrong knowledge of ITIL, SLAs, KPIs and service managementExperience handling escalations and major incidentsGood knowledge of Microsoft 365, Entra ID, Azure, Intune and MDMGood networking fundamentals across LAN, WAN, VPN, routers and firewallsUnderstanding of IT security and experience handling security incidentsExperience with PSA/RMM platforms such as Autotask, HaloPSA, ConnectWise, Datto RMM or similarStrong leadership, communication and organisational skillsCustomer-focused with a practical, analytical approachITIL Foundation or higherMicrosoft certificationsLeadership/management qualificationPRINCE2 FoundationRequirements: Full UK driving licence and willingness to undertake an enhanced DBS check.Due to the volume of applications received for positions, it will not be possible to respond to all applications and only applicants who are considered suitable for interview will be contacted. Proactive Appointments Limited operates as an employment agency and employment business and is an equal ## Related Videos - [Developer Tools for Microsoft Azure](https://www.wearedevelopers.com/videos/450-developer-tools-for-microsoft-azure) - [Thinking Differently - How to Make Money from Cyber Attacks & Cheats](https://www.wearedevelopers.com/videos/745-thinking-differently-how-to-make-money-from-cyber-attacks-cheats) - [Modern Web Development with Nuxt3](https://www.wearedevelopers.com/videos/294-modern-web-development-with-nuxt3) - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [Develop enterprise-ready applications for Microsoft Teams with Azure resources on modern web technologies](https://www.wearedevelopers.com/videos/187-develop-enterprise-ready-applications-for-microsoft-teams-with-azure-resources-on-modern-web-technologies) - [Cyber Security: Small, and Large!](https://www.wearedevelopers.com/videos/259-cyber-security-small-and-large) ## Related Articles - [IT Salaries in UK](https://www.wearedevelopers.com/magazine/288-it-salaries-in-uk) - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers) - [Best Companies to work for in London: Top 25 Companies in 2023](https://www.wearedevelopers.com/magazine/187-best-companies-to-work-for-in-london-top-25-companies-in-2023) - [Should Tech Managers Be Developers First? Pros and Cons](https://www.wearedevelopers.com/magazine/327-should-tech-managers-be-developers-first-pros-and-cons) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market)