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We’re working with a well-established and growing provider of managed IT and technology solutions, supporting a broad client base across sectors including legal, finance, hospitality and retail. As the business continues to expand its managed services offering, they’re looking for an experienced Service Desk Manager to take ownership of the day-to-day running of the service desk function and drive continuous improvement in service delivery. This is a hands-on leadership role for someone who enjoys building high-performing teams, owning SLAs and KPIs, and being the escalation point when things get tricky. Managed print experience is not required, this role is about service desk leadership, technical credibility and client-facing accountability, regardless of which technology stack that experience was built on.

The Role
• Take full ownership of the service desk team, managing day-to-day workload, rotas, and performance across 1st and 2nd line support.
• Act as the primary escalation point for major incidents and complex technical issues, ensuring swift resolution and clear communication with clients throughout.
• Own and report on SLAs, KPIs and ticket queue health, identifying trends and implementing process improvements to drive efficiency.
• Lead, coach and develop service desk engineers, supporting their technical growth and career progression.
• Build and maintain strong client relationships, attending client sites regularly to review service performance and identify opportunities to add value.
• Work closely with other internal teams – including projects, networking, security and telephony, to ensure a joined-up approach to service delivery.
• Contribute to the development and documentation of service desk processes, procedures and ways of working as the business scales.
• Support recruitment, onboarding and training of new service desk team members.

About You
• Proven experience managing or leading a service desk team within an MSP, IT services, or in-house IT environment.
• Strong technical grounding across core IT infrastructure – Microsoft 365, networking, cloud services and end-user support, with 3rd line experience essential.
• Confident owning SLAs, KPIs and reporting, with a track record of driving measurable improvements in service quality.
• A natural leader who can motivate a team, manage performance, and lead by example under pressure.
• Comfortable being client-facing, with the credibility and communication skills to manage relationships at all levels.
• ITIL knowledge or certification is desirable but not essential.
• No managed print experience required, candidates from any MSP, IT services or in-house technical support background are encouraged to apply.
• A full UK driving licence, as regular travel to client sites will be required.

What’s on Offer
• Salary of up to £55,000, depending on experience.
• Car allowance.
• The opportunity to join a well-regarded, growing business with a strong reputation for service excellence.
• A genuinely hands-on leadership role with real scope to shape and improve the service desk function