Job Description
Service Desk Manager – IT Services
Sevenoaks (Hybrid) | Up to £46,000 + Benefits
We’re working with a leading technology and managed services provider delivering cloud, connectivity, cybersecurity, and IT support solutions to businesses across the UK. Known for their customer-centric approach and service excellence, the organisation continues to invest heavily in its support function to deliver high-quality outcomes for its clients.
This is a Service Desk Manager role focused on leading a team of support engineers, ensuring SLA performance, service quality, and customer satisfaction are consistently achieved. You’ll take ownership of team performance through reporting and dashboards, manage escalations, and act as a key point of contact for clients when required. Alongside this, you’ll play a central role in people management, team development, and operational efficiency across the service desk.
Why apply:
* Leadership opportunity: Manage and develop a team within a high-performing service desk environment.
* Customer impact: Play a key role in ensuring service excellence and client satisfaction.
* Operational ownership: Take responsibility for performance metrics, SLAs, and service delivery standards.
* Collaborative environment: Work closely with technical and service leadership to drive continuous improvement.
* Strong benefits: Private healthcare, wellbeing support, and a comprehensive benefits package.
* Work-life balance: Hybrid working model with flexibility built into the role.
What we’re looking for:
* Experience working within an MSP or IT reseller environment
* Service Desk experience (minimum 5 years)
* Team leadership or management experience
* Strong understanding of SLA and KPI-driven environments
* Experience using service desk tools, reporting, and performance dashboards
* Ability to manage escalations and client-facing service issues
If you’re an experienced Service Desk professional ready to step into (or further develop within) a leadership role, this position offers the opportunity to drive team performance, influence service delivery, and make a real impact within a growing IT services organisation.