Salary: £45,000 - 65,000 per year Requirements: Proven experience managing and improving a service desk within an MSP environment is essential Strong understanding of service desk operations Comfortable taking ownership and making decisions Organised and able to bring structure to a busy environment Calm under pressure Clear and direct in communication Focused on improving processes, not maintaining the status quo Awareness of ITIL or structured service management is a nice-to-have Responsibilities: Owning the service desk and ensuring all work is progressing Running a structured, well-controlled ticket flow Leading and developing a small team of service desk engineers Setting clear standards for communication and ownership Acting as the first escalation point for clients Building strong, trusted client relationships Improving documentation, processes, and consistency Using time and ticket data to spot trends and issues Ensuring work stays within scope and is correctly categorised Working closely with operations to support accurate billing Identifying inefficiencies, risks, and improvement opportunities Technologies: Flow Support ITIL Embedded LESS More: At Micro Pro, we are a growing Managed Service Provider focused on providing high-quality, responsive support to ambitious businesses. Our team takes pride in establishing strong relationships and ensuring that our clients IT needs are met effectively. We are looking for a Service Desk Manager to lead our service desk operations in Woking, Surrey. This role offers the chance to take real ownership, influence improvements in our service delivery, and work with a capable, supportive team in a dynamic environment. We value clarity and structure, fostering a culture where our team can thrive and our clients receive the highest quality service. last updated 16 week of 2026