Role:
Service Desk Manager
Location:
London (Hybrid)
Salary:
Up to £60k + benefits
Tech Stack:
Microsoft Office 365, EDR, DNS, firewalls, Intune and more
ASAP
Key Responsibilities:
Service Delivery & Operations
* Act as the senior escalation point for high-priority incidents and service requests.
* Oversee customer onboarding, service transitions, and smaller project delivery.
* Ensure strong customer communication and satisfaction throughout the support lifecycle.
* Manage scheduling, resource planning, and capacity together with the COO.
* Maintain accurate documentation and expand the knowledge base.
Team Leadership
* Lead and develop a team of 1st–3rd Line Engineers, ensuring KPIs and SLAs are achieved.
* Run regular 1:1s, feedback sessions, and performance reviews.
* Provide mentoring and coaching to grow both technical and customer service capabilities.
* Promote accountability, collaboration, and a positive team culture.
Continuous Improvement
* Track service desk performance metrics, identify trends, and take corrective action.
* Introduce improvements to workflows, automation, and ITIL-aligned processes.
* Collaborate with infrastructure, operations, and customer success teams for smooth service delivery.
* Research and recommend new tools and emerging technologies to enhance service quality.
Skills & Experience:
Essential
* 5+ years in IT support, with at least 2 years in a management or leadership position.
* Background in leading service desk teams within an MSP or fast-paced IT environment.
* Strong technical knowledge of Microsoft 365, Intune, and Azure AD.
* Solid understanding of networking fundamentals (DNS, DHCP, TCP/IP, VPNs, firewalls).
* Hands-on experience with ITSM platforms such as ConnectWise or Freshservice.
* Excellent leadership, coaching, and stakeholder communication skills.
* ITIL Foundation (or equivalent knowledge of ITIL best practices).
Desirable
* Prior MSP experience highly valued.
* Familiarity with EDR platforms like Huntress, Bitdefender, or Darktrace.
* Knowledge of Google Workspace administration.
* Exposure to ISO 27001 or similar security/compliance frameworks.
* Certifications in Microsoft, ITIL, or security-related technologies.
Research indicates that men will apply to a role when they only meet 50-60% of the descriptions, however, when looking at women and other minority groups, they can look for up to a 99% match in order to apply to a role. If you feel you are a fit for our role, please still apply, don't worry if you don't tick every single box. We'd still love to hear from you. We encourage underrepresented talent to apply to all our roles & support accessibility needs'.