Role: Service Desk Manager Location: On-site in Bedford, Weekly travel to London (1-2 days) Salary: Up to £45,000 per annum Type: Full-time, Permanent The Opportunity We are seeking an experienced Service Desk Manager to lead our client's MSP service desk operation, based onsite in Bedford with regular travel to our London office. This role is primarily operational, focused on the day-to-day management, performance and delivery of IT support services across 1st-3rd line. You will be responsible for leading a team of 15 engineers, ensuring service excellence, strong SLA performance and a consistently high standard of customer support. Reporting directly to the Head of Operations, you will work closely with our Customer Success Managers and internal technical teams to align service delivery with customer expectations and business objectives. Key Responsibilities Full ownership of daily service desk operations within an MSP environment Direct line management, mentoring and development of 15 service desk engineers (1st-3rd line) Oversight of ticket queues, prioritisation, escalations and workload distribution Management of incident, problem and major incident processes, acting as an escalation point Ensuring all services are delivered in line with SLAs, KPIs and contractual commitments Regular collaboration with Customer Success Managers to support customer satisfaction and retention Performance management including 1:1s, appraisals, coaching and development plans Recruitment, onboarding and training of new team members Producing operational reporting and contributing to service reviews Driving continuous improvement across processes, tooling and team capability Maintaining consistent service delivery across Bedford and London locations What We're Looking For Proven experience as a Service Desk Manager or IT Support Manager within an MSP / managed services environment Strong operational leadership experience managing medium-sized service desk teams Background overseeing 1st-3rd line support functions Solid technical foundation enabling effective escalation management Experience working with ITSM tools, SLAs and service performance reporting Excellent communication skills and the ability to work closely with internal stakeholders Willingness to be onsite in Bedford, with weekly travel to London (1-2 days) Desirable ITIL certification or strong ITIL-aligned working practices Experience working closely with Customer Success or Account Management teams What We Offer Salary of up to £45,000 per annum Private healthcare Private dental care Company pension scheme Life assurance Generous annual leave entitlement Employee assistance programme (EAP) Ongoing training and professional development Permanent, full-time position Key leadership role within a growing MSP Close collaboration with senior operations leadership Opportunity to influence and improve service If you're an experienced Service Desk Manager looking to lead a high-performing MSP service desk in a hands-on, operational role, we'd love to hear from you. Apply today to find out more about this opportunity.