Service Desk Manager MSP
This is a site-based role 5 days per week.
My client, based in BD20 is a leading UK Managed Service Provider (MSP) delivering secure, high-performance IT services to customers in the Energy, Policing, and Financial Services sectors. As a trusted MSP, they design, build, and manage resilient technology platforms where uptime, performance, and security are critical. Their Network Operations Centres provide 24/7 support for complex, high-availability systems.
The Service Desk Manager will lead and develop a growing technical support team, ensuring exceptional service delivery to major Energy and Police sector customers. This is a hands-on MSP leadership role focused on service quality, proactive communication, and continual improvement within a 24/7 environment. Reporting to the Operations Director, you’ll collaborate with Engineering, Account Management, and PMO teams to maintain mission-critical infrastructure and cloud services.
Key Responsibilities
Lead, coach, and develop the Service Desk team to deliver outstanding customer support.
Maintain service levels and a CSAT score above 8.5.
Act as the escalation point for major incidents and complex issues.
Refine and manage Service Desk processes (incident, request, problem, change).
Ensure smooth project handovers into steady-state service.
Use performance data and dashboards to drive improvement and decision-making.
Represent the MSP in customer service reviews, providing insights and service reports. What You’ll Bring
Experience leading or managing a Service Desk or IT support team within an MSP.
Strong technical grounding across infrastructure, networking, and cloud technologies.
Proven ability to manage escalations and communicate clearly with senior stakeholders.
Familiarity with ITIL and ISO27001 frameworks.
Customer-focused, calm under pressure, and committed to continuous improvement. This is an opportunity to play a key leadership role within a fast-growing MSP, working with a skilled team supporting customers where reliability and security are critical. You’ll shape the service culture, drive improvement, and contribute directly to customer success and growth.
Salary: £50,000-£55,000 PA DOE
Hours: Monday – Friday 37.5 hours per week – Fully office based
Holiday:25 days per year + B/H
Free on-site parking, good rail links
NPPV3 + SC Security Clearance.
For more information about this role apply now or contact Sally at Headway Recruitment