Company Profile
Total IT is an award-winning technology services and systems integration business founded in 2006, with offices in Bedford, London, and Dubai. We operate at the intersection of IT, cyber security, networks, and smart building technology, supporting some of the largest and most complex commercial buildings in the United Kingdom, alongside a growing portfolio of international clients.
Our clients rely on us to support business - critical environments where service quality, reliability, and professionalism are non - negotiable. As we continue to grow across the UK and internationally, having a high - performing, well - led service desk is central to delivering an excellent customer experience.
This role sits at the heart of our operations leading the service desk function, ensuring consistent service delivery, driving continuous improvement, and acting as a key point of contact between customers, engineers, and the wider business.
Description
Total IT is seeking a commercially aware, hands - on Service Desk Manager to take ownership of our service desk operations, people, processes, and performance.
T his is a key leadership role responsible for improving the consistency, quality, and efficiency of service delivery across the business. The successful candidate will lead day - to - day service desk operations, take owner ship of Ha lo PSA (our ticketing and professional services platform) from a service delivery perspective, strengthen incident, request, and escalation management, and ensure SLAs and customer expectations are consistently met.
The role will inherit an existing service desk structure comprising 3 tiers of service desk engineers with varying experience levels, alongside established processes that requi re further stan dardisation and maturity. With ongoing business growth and increasing customer demands, there is a clear opportunity to reshape how the se rvice de sk operates and scales.
A core part of this role will be to establish strong operational control, reduce dependency on informal or inconsistent ways of working, improve processes and performance management, and build a resilient, scalable service desk function that delivers a reliable, professional customer experience.
Objective:?
Manage Daily Operations of the Service Desk
Coach the Service Team
Manage the daily huddles and entice issues out of the team
Manage incidents and requests, ensuring they are resolved effectively and efficiently against service level agreements
Manage ticket queue levels and ticket prioritisation
Manage the workload of all Service teams
Key Responsibilities :
Manage Daily Operations: Oversee the daily operations of the service desk, ensuring efficient and effective resolution of incidents and requests against service level agreements
Team Coaching and Management: Coach the service team, manage daily huddles, and entice issues out of the team. Assist in the recruitment and development of the team, mentor, coach, and assist engineers
Incident and Escalation Management: Manage P1 incidents and root cause analysis, ensure defined incident management processes and procedures are adhered to, and act as an escalation point for client complaints
Continuous Improvement: Implement a framework of continuous assessment and improvement to ensure increases in first-time fix rate
Client Relationship Management: Maintain ?client/service documentation, liaise with the executive management team, and report on SLA/KPI statistics
Performance Reviews and Feedback: Conduct effective performance reviews, provide feedback, and approve team-only service expenses and overtime
Organise Rotas and Attendance: Organise rotas, on-call plans, time & attendance
Systems & Tools
You will work confidently across:
Halo PSA contract records, CRM activity, renewals
Accuracy across systems is critical to the success of this role.
Authority & Decision-Making
You are expected to own problems, investigate root causes, and p ropose f ixes
Skill Requirements:
Strong IT background
An excellent understanding of the Service Desk environment
Strong focus on customer service
Strong people management/leadership skills
Strong communication ?skills, proven ability to resolve problems
Team player, able to demonstrate a lead from the front mentality
Attention to detail
Professional and smart image
Able to work under pressure and manage time effectively
Desirable experience
Experience using Halo PSA or similar PSA platforms (Autotask, ConnectWise, etc.)
Experience in an MSP, technology, or service-led business
Personal attributes
Strong ownership and accountability
Commercially aware and operationally focused
Confident in driving change and improving processes
Organised, proactive, and detail-oriented
Calm under pressure with a structured approach
High standards with strong follow-through
The Ideal Candidate
You are organised, reliable, and take pride in delivering excellent service. You enjoy ownership, value clear processes, and understand the importance of a well - run service desk. You communicate clearly, spot issues early, and keep service delivery on track.
Why join Total IT
This is an opportunity to take ownership of a critical function within a growing technology business. You will work closely with the CEO and senior leadership, have a direct impact on financial performance and control, and play a key role in strengthening the foundations of the business as it continues to grow.
Team
Direct reports:
14
Total team size
4 8
Location:
Bedford, Bedfordshire
Client location:
International and National customer? base ?but the majority are based in and around London.
Day to day?
Communication:
Service Team
Travel
From a day-to-day perspective, this role will require you to? commuteto/from our head office where the role will?be based,?however?scheduledvisitstoour London Office.
Company benefits:
28 Days annual leave plus 1 day, 2 weeks either side of your Birthday Great working environment with in a friendly team Private healthcare including 24-hour GP access Mental health & wellbeing programmes Audio, optical & dental cover U p to 10 days of relevant training per year A tailored professional and personal development plan High performance computers for all employees Friendly, supportive, and professional working environment
Interview Process:
Stage 1: Telephone screening (1015 minutes) Stage 2: Teams or in-person interview with our HR Manager Stage 3: Face-to-face interview with HR Manager and our CEO Stage 4: Offer discussion with HR Manager Final Stage: Offer letter and agreed start date welcome to Total IT
Why work at Total IT
A team survey described Total IT as having great people and an atmosphere that makes you want to come into work each day.
Joining us in this role, you can expect to be trusted, supported, and given the opportunity to grow as the business expands.
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