Service Desk Manager

About the role

We are seeking an experienced Service Desk Manager to lead a growing service operation within a dynamic Managed Service Provider environment. Reporting to the Managing Director, you will shape the future of the Service Desk, develop high‑performing teams and drive continuous improvement to enhance client satisfaction.

Key responsibilities

• Manage and develop the Service Desk team, processes and performance.
• Oversee SLA management, reporting, service reviews and customer satisfaction metrics.
• Implement and maintain ITIL‑aligned processes and best practices.
• Lead continuous improvement, automation and operational efficiency initiatives.
• Support onboarding of new clients and build strong stakeholder relationships.
• Contribute to the development of a 24/7/365 support operation.

Required profile

• Previous Service Desk management experience within an MSP or strong customer‑service leadership background.
• Excellent organisational, communication and stakeholder‑management abilities.
• Proactive, highly organised and able to thrive in a fast‑paced environment.

Required skills

• ITIL processes
• ISO9001 standards
• ISO27001 standards

What we offer

• Salary range £50,000 – £65,000 per year
• 25 days holiday
• Career progression opportunities
• Pension scheme