IT Service Desk Manager

Join Couno as a Service Desk Manager, where you will play a pivotal role in ensuring services are delivered to a consistently high standard within a fast-paced MSP environment.

Reporting directly to the COO, you will operate as a highly experienced senior third-line technical leader, bringing deep, demonstrable technical expertise and acting as the definitive point of escalation for complex and high-impact technical and service issues. You will be trusted to take ownership of critical incidents, diagnose and resolve challenging problems, and provide clear technical direction, while also overseeing service delivery, professional services, and overall team performance. This role requires consistently high technical standards, a strong customer-focused mindset, and the ability to lead calmly, confidently, and decisively under pressure.

Responsibilities will include …

• Owning service delivery across the service desk and professional services, taking full accountability for quality, performance, and outcomes
• Owning and overseeing the day-to-day operation of the service desk, ensuring effective ticket management, efficient workflows, and continual process improvement
• Acting as the senior third-line escalation point for complex technical and service-related issues
• Ensuring high customer service standards are consistently met, leading by example with a premium, people-first approach
• Supporting technical alignment across client environments to ensure stability, quality, and consistency
• Contributing to the development and enforcement of technical standards and best practices across the client base
• Participating in change management and change advisory processes to ensure controlled and well-communicated change
• Taking accountability for service performance reporting, including SLAs, scorecards, and dashboards, ensuring targets are consistently met and exceeded
• Managing workloads, priorities, and resources in a fast-paced environment, remaining calm and decisive during high-pressure situations and major incidents
• Leading, supporting, and developing the team through regular one-to-ones, performance management, and coaching, challenging the status quo to drive continuous improvement

Do you have experience in VPN?, What technical knowledge & experience you'll bring to us

• A minimum of five years' experience within the IT industry, ideally within an MSP environment
• Extensive experience operating at third-line or senior escalation level
• Proven experience leading or overseeing a service desk function within an MSP or similar environment.
• Demonstrated experience in a technical leadership or management capacity, including leading engineers, owning service outcomes, or mentoring senior team members
• Senior engineers who have demonstrated strong leadership behaviours and are ready to take the next step into management will be considered
• Proven experience acting as a senior technical escalation point
• Strong expertise in Windows Server environments, including Active Directory, DNS, DHCP, and Group Policy
• Advanced experience with Microsoft 365, including Exchange, SharePoint, and Intune
• A solid understanding of Azure AD / Entra ID and hybrid environments
• Strong networking knowledge, including firewalls, switches, routing, VPNs, and wireless technologies
• Experience defining and enforcing technical standards
• Strong customer service skills with clear, confident communication
• An adaptable, quick-thinking approach, with the ability to remain effective under pressure in a fast-paced environment, If you are a senior technical leader who holds high standards, values people, and thrives in a fast-paced environment while delivering an excellent experience for clients, we encourage you to apply and join our team at Couno.

At Couno, we create partnerships that deliver premium technology solutions to enable efficiency and increase performance. Our company values are at the core of everything we stand for, which is why it is so important to us that you are aligned to them from the very start of your journey with Couno. Accountability - We take responsibility for our actions with both our team and our customers to drive meaningful results. Knowledge - We are committed to continuously developing our knowledge to deliver premium technology solutions. Performance - We strive for excellence in everything we do. We find solutions, and everything counts. Team - We work as one family: professional, supportive, and focused on getting the work done while enjoying what we do. Couno IT Solutions Ltd is an equal opportunity employer.