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# Service Desk Manager - MSP

- **Company:** InfraView Ltd
- **Location:** Leeds, UK
- **Salary:** £50,000.0 - £60,000.0
- **Contract:** Temporary contract
- **Skills:** Microsoft Windows, Information Technology, Data Analytics, Servicenow
- **Published:** October 15, 2026
- **Apply:** https://www.infraview.co.uk/jobs/apply/kv1nmVAt

## About the Role

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.

## Description

* 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.