Service Desk Manager

This is a hybrid role with home working 1 day per week - You need to be local to Wakefield / Leeds area due to the commute to our office space (The Nostell Estate, WF4 1AB). As Service Desk Manager, you will be responsible for the day-to-day management and performance of our service desk, ensuring customers receive a consistently high level of technical support and service. You’ll lead from the front, supporting the team with escalations, helping to resolve complex technical issues and ensuring tickets are managed effectively from initial logging through to resolution. You’ll also play a key role in improving our service desk processes, documentation, customer experience and overall service delivery.

This is a hands-on management role within a fast-paced MSP environment, so no two days will be the same. You’ll be working across Microsoft 365, Azure, Entra, Intune, Networking, PC/Server Support, VoIP and Cyber Security, whilst working closely with our technical and project teams to help bridge any gaps as the business grows.

Previous MSP experience (Minimum 3 years)

• Previous experience leading, supervising or managing a service desk/team
• Fantastic communication and customer service abilities
• Strong understanding of ITIL principles and service desk best practices
• The ability to take ownership of 1st line / 2nd line technical escalations

• Driving license for customer site visits and office working Technical Skills:

• Troubleshoot Microsoft 365, Azure, Intune and Entra ID
• Active Directory and Group Policy
• Network support for LAN/WAN
• Application installation, upgrade and maintenance
• PC/Server diagnostics
• Windows 11/Server 2019+
• VoIP
• Exposure to project delivery and cyber security