Are you looking for an exciting new opportunity? Join a leading provider of Managed IT and Cloud solutions that has been supporting organisations across sectors such as finance, energy, education, and technology for over 15 years. Taking a forward-thinking approach, the company focuses on aligning technology with business goals, helping clients achieve their vision through strategic IT. Services span a wide range of technologies including Microsoft Azure, Microsoft 365, and comprehensive IT support.
If you would like to learn more about this opportunity, feel free to reach out and apply today!
Responsibilities:
* Lead and develop a high-performing Service Desk team, ensuring efficient operations and high customer satisfaction
* Drive a culture of ownership, accountability, and continuous improvement — making the team increasingly self-sufficient
* Manage escalations to the 3rd Line and Professional Services teams where necessary
* Collaborate closely with customers to understand and meet their needs, acting as a key point of contact
* Identify opportunities for upselling services and work in partnership with the Sales team to drive growth
* Ensure high-quality documentation, adherence to RFC processes, and strong service governance
* Contribute to and promote ITIL-aligned best practices across the team
Desired Experience:
* Proven experience managing a Service Desk or IT Support function, ideally within an MSP or similar environment
* A strong technical background with the ability to engage with engineers on escalated issues
* Confident working with both technical and non-technical stakeholders, including customers and sales teams
* Experience in driving operational maturity and enabling teams to take ownership without micromanagement
* Familiarity with ITIL practices and change management (RFC processes)
* Excellent communication and leadership skills
Benefits:
* Competitive salary with potential to grow further in a leadership role
* Funded training and certifications (including ITIL, Microsoft, AWS, etc.)
* 25 days holiday allowance (plus bank holidays)
* Pension scheme
* Salary sacrifice scheme
* Opportunity to make a real impact in a fast-growing, tech-forward organisation
Location:
* Southampton (On-site 4 days a week)
Salary:
* £45,000 – £55,000
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