Job Description
Service Desk Manager – Lead the team. Raise the standards. Build something better
£40,000 – £50,000 | Bedford (4 days onsite) | MSP Environment
Some Service Desk Manager roles are about keeping things ticking over.
This one is about taking a good service desk and making it great.
You’ll inherit an established team of 13 - 14 engineers across 1st, 2nd, and 3rd line support. The foundations are in place. The tools are there. The processes are mature.
But there’s still plenty of opportunity to tighten things up, improve quality, and develop the people around you.
If you’re the kind of manager who enjoys coaching others, improving processes, and raising standards, this could be a brilliant fit.
What’s in it for you?
* Salary: £40,000 – £50,000
* Location: Bedford (typically 4 days per week in the office)
* Travel: Around two visits per month to the London office
* Team: Lead 13–14 engineers across 1st, 2nd, and 3rd line support
* Environment: Fast-growing Managed Service Provider with a strong customer focus
* Progression: Clear route into senior leadership as the business continues to grow
* Benefits: Private healthcare, dental cover, structured training, and tailored development plans
What’s the role really about?
This is not a role for someone who wants to sit behind a dashboard.
It’s a hands-on leadership role.
You’ll be visible on the floor, mentoring engineers, improving ticket quality, refining processes, and making sure the team delivers a consistently excellent customer experience.
The CEO is deeply passionate about service quality.
They need someone who shares that mindset.
What you’ll be doing
* Leading and developing a multi-level service desk team
* Coaching engineers and building clear development plans for each individual
* Running daily huddles and creating an environment where issues are surfaced early
* Improving service quality, ticket standards, and documentation
* Driving knowledge base adoption and reducing reliance on informal communication
* Reviewing and refining processes to improve efficiency and customer experience
* Managing major incidents and acting as an escalation point when needed
* Monitoring service metrics and identifying opportunities for improvement
* Bringing solutions and recommendations to leadership, not just highlighting problems
What you’ll bring
* Experience leading a Service Desk or IT Support team
* Ideally a background in an MSP or service-led technology business
* Strong people management, mentoring, and coaching skills
* Excellent customer service instincts
* Good technical understanding across infrastructure and Microsoft technologies
* Experience improving processes, knowledge bases, and service quality
* A proactive, ownership-led mindset
What success looks like...
Six months into the role:
* The team feels better supported and more engaged
* Ticket quality and documentation standards are noticeably stronger
* Every team member has a clear development path
* Service performance is improving
* The CEO has greater confidence in the function and less operational involvement
This role is ideal for someone who wants to do more than manage a service desk.
It’s an opportunity to shape the culture, develop the team, and play a key role in the growth of the business.
Interested?
Send your CV to bob. bath @ mexasolutions. com and let’s have a confidential chat.