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# Service Desk Manager

- **Company:** Proactive.IT Appointments Ltd.
- **Location:** Walton-on-Thames, UK
- **Experience:** Experienced
- **Salary:** £50,000.0 - £60,000.0
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Microsoft Azure, Cyber Security, Virtual Private Networks (VPN), Networking Basics, PRINCE2, Wide Area Networks, Network Routers, Firewalls (Computer Science), Microsoft InTune
- **Published:** October 12, 2026
- **Apply:** https://www.careerboard.com/gb/en/find-jobs-in-United-Kingdom/-B93DD018851BFA5ADD/

## About the Role

* 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.

## Description

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