Your Company A long-established Managed Service Provider with a reputation for excellence, supporting hundreds of clients across multiple regions. The organisation values professionalism, reliability, and continuous improvement, offering a collaborative and growth-focused environment. Your Role As Helpdesk Manager, you will be the driving force behind the service desk, ensuring smooth operations and outstanding client service. This is a hands-on leadership role where structure, clarity, and accountability are key. You'll lead a team of 10-12 engineers across 1st/2nd line and field support. Ticket flow, prioritisation, escalations, and SLA compliance. Daily huddles, performance reviews, and process discipline. Client escalations and communication during incidents. What You Need to Succeed MSP Experience: Essential - you must understand the rhythm and demands of a Managed Service Provider. Proven Leadership: Direct experience managing technical teams. Technical Understanding: Familiarity with Microsoft 365, Intune, Azure AD, networking fundamentals, and PSA/RMM tools. Calm Under Pressure: The steady voice when things get busy. Strong organisational and communication skills. What You Will Get in Return Salary: £35,000 - £45,000 DOE. Benefits: Pension (3% employer / 5% employee), private healthcare, 28 days holiday (increasing with service), Friday breakfast fruit delivery. Staff socials and recognition awards ongoing training and certifications If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now. If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career. Hays Specialist Recruitment Limited acts as an employment agency for permanent recruitment and employment business for the supply of temporary workers. By applying for this job you accept the T&C's, Privacy Policy and Disclaimers which can be Skills: itil ad azure Benefits: 45000