£40,000 - £45,000 + Hybrid Working + Excellent Benefits
If you're building your career within an MSP environment and enjoy the fast‑paced, varied nature of supporting multiple clients, this is an opportunity to take the next step into a genuine leadership role within a growing, ambitious IT services business.
This is not a role where you'll be stuck purely firefighting tickets. Instead, you'll play a central role in shaping how the service desk operates, mentoring a small team, improving processes and acting as the senior escalation point for more complex technical issues. You'll still be hands‑on, but with real influence over how things are done.
Working within a collaborative and forward‑thinking business, you'll benefit from a clear progression path toward IT Service Management, with exposure to service performance, reporting and continuous improvement initiatives from day one.
Key Responsibilities
* Lead the day‑to‑day operations of the service desk, ensuring tickets are effectively triaged, assigned and resolved within SLA
* Act as the senior escalation point for complex technical issues across client environments
* Mentor and develop junior analysts through coaching, training and regular 1-2-1s
* Drive service improvements by analysing performance metrics and identifying trends
* Maintain high‑quality documentation across tickets, knowledge base and processes
* Deliver a proactive, customer‑first approach, ensuring consistently high levels of client satisfaction
* Remain hands‑on with technical support across a wide range of technologies
* Support projects, on‑site visits and wider business initiatives where required
Skills & Experience
* Proven experience within an MSP environment - essential
* IT support experience, including time in a senior or escalation role
* Strong technical knowledge across Windows, Microsoft 365, Windows Server, networking and endpoint management
* Experience mentoring or supporting junior team members would be desirable
* Confident communicator with excellent customer‑facing skills
* Ability to manage workloads, prioritise effectively and take ownership of issues through to resolution
* Microsoft certifications (or working toward them) would be advantageous
This is an ideal opportunity for an ambitious IT Heldesk professional with an MSP background who enjoys variety, thrives in a client‑facing environment and wants to move into a more influential, leadership‑focused position without losing the technical edge.
You’ll be joining a business that genuinely values its people, promotes accountability and collaboration and is committed to developing its team as it grows.
If you’re looking for a role where you can step up, make an impact and progress your career toward IT Service Management, we’d love to hear from you. Apply now!
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