Service Desk Support Manager – Birmingham/Hybrid £40,000-£50,000 plus benefits A well established and fast-growing Managed Service Provider are on the market for a Service Desk Support Manager. This is a leadership role overseeing the Support Desk, driving excellence, performance and technical innovation. If you’re a proven MSP leader who thrives on improving organisations, elevating customer experience and guiding technical teams this is the perfect opportunity! The Role As the Service Desk Lead, you will take ownership of day-to-day technical operations and act as the primary escalation point for complex issues, playing a key role in shaping the MSP’s service offerings. Working closely with the Technical Director and Service Delivery Manager, you will ensure that clients receive a consistently high-quality service while helping the business evolve strategically. Key Responsibilities · Lead, mentor and develop Support Desk and Onsite Project teams. · Oversee training, development plans and performance reviews. · Set and monitor KPI’s and SLA’s to drive excellence. · Foster a culture of collaboration, accountability and continuous improvement. · Ensure effective workforce planning and scheduling. · ConnectWise Manage or similar PSA platforms Service Delivery · Act as the senior technical escalation point for advanced supp...