Service Desk Manager - MSP

• Lead, manage and develop a team of 10 Service Desk Engineers across 1st, 2nd and 3rd Line Support.
• Own day-to-day Service Desk operations, ticket queues, escalations and resource management.
• Drive SLA compliance, KPIs, CSAT and overall service performance.
• Conduct 1:1s, performance reviews, coaching and manage underperformance.
• Produce service reports, analyse trends and implement improvements.
• Manage customer escalations, service reviews and key client relationships.
• Champion ITIL processes, including Incident, Problem and Change Management.
• Improve ticket management, workflows, documentation and operational efficiency.

This is a hands-on leadership role requiring someone who can bring structure, accountability and high standards to a fast-paced MSP environment., * Proven Service Desk Management experience within an MSP - essential.

• Strong people management, leadership and performance management skills.
• Technical background to at least 2nd Line level, ideally across Microsoft 365 and IT Infrastructure.
• Strong understanding of ITIL, SLAs, Incident and Problem Management.
• Experience with ConnectWise, Autotask, ServiceNow or similar ITSM/PSA platforms.
• Confident managing demanding customers, escalations and high-priority incidents.
• Data-driven, commercially aware and passionate about delivering excellent customer service.