Service Desk Manager

We are looking for an experienced and highly organised Service Desk Manager to lead and develop our IT support team within a growing Managed Service Provider (MSP).

This role is responsible for overseeing the day-to-day operation of the service desk, ensuring client issues are handled efficiently, service levels are met, and the team delivers consistently high standards of customer service.

The successful candidate will combine strong organisational skills with a solid technical background, enabling them to manage ticket flow, support engineers, and continually improve processes. In a small but busy team environment, the ability to prioritise, structure workloads, and maintain clear communication with both clients and engineers is essential.

Responsibilities

• Manage the day-to-day operation of the service desk, ensuring tickets are triaged, prioritised and resolved in line with agreed SLAs.
• Lead, mentor and develop a small team of support engineers, providing guidance, escalation support and performance management.
• Monitor ticket queues, workloads and response times to ensure efficient service delivery.
• Act as an escalation point for complex technical issues when required.
• Maintain strong relationships with clients, ensuring clear communication and a high level of customer satisfaction.
• Review incidents and recurring issues to identify root causes and implement improvements.
• Develop and maintain service desk processes, documentation and knowledge base materials.
• Ensure effective use of PSA/RMM tools for ticketing, monitoring and reporting.
• Coordinate with internal teams on projects, upgrades and infrastructure improvements.
• Produce regular reporting on service desk performance, trends and service levels.

Do you have experience in VPN?, * Proven experience in a senior service desk or IT support leadership role, ideally within a Managed Service Provider environment.

• Strong organisational and workload management skills with the ability to manage multiple priorities.
• Experience managing ticket queues, escalations and service levels within a busy support environment.
• Solid technical background supporting Microsoft environments, including Windows, Active Directory and Microsoft 365.
• Familiarity with networking fundamentals such as DNS, DHCP, VPNs and TCP/IP.
• Experience using PSA/RMM platforms and service desk tools (e.g. Halo, Datto, Freshservice, Jira or similar).
• Excellent communication skills with the ability to engage effectively with both technical staff and non-technical clients.
• A proactive approach to process improvement, documentation and service optimisation.
• Experience mentoring or managing technical teams.

Desirable

• Experience working within a Managed Service Provider (MSP).
• Knowledge of ITIL service management principles.
• Relevant certifications such as ITIL Foundation, Microsoft certifications or similar.