Service Desk Manager – MSP
Location: Nr Cardiff (Hybrid)
Salary: £46,000
This is an excellent opportunity for an experienced Service Desk Manager to join a well‑established Managed Service Provider nr Cardiff. You’ll lead a high‑performing technical support team, shape service delivery, and drive continuous improvement across the operation.
If you thrive in a fast‑paced MSP environment and enjoy balancing people leadership with hands‑on operational oversight, this role will suit you perfectly.
Key Responsibilities
* Lead, mentor, and develop a team of 1st– 2nd line engineers
* Oversee day‑to‑day Service Desk operations, ensuring SLAs and KPIs are consistently achieved
* Act as the senior escalation point for technical and customer issues
* Manage resource planning, shift patterns, and workload distribution
* Produce clear, data‑driven service performance reports for internal stakeholders and clients
* Support incident, problem, and change management in line with ITIL best practice
* Assist with onboarding new customers and services into the MSP environment
Service Experience & Continuous Improvement
* Own and enhance the end‑to‑end service experience, ensuring service quality remains consistently high
* Gather, analyse, and act on customer feedback, service data, and performance insights
* Identify trends, bottlenecks, and improvement opportunities across processes, tooling, and customer touchpoints
* Work collaboratively with technical teams and leadership to optimise the service offering and maximise customer satisfaction
* Champion a culture of continuous improvement, ensuring the Service Desk evolves in line with business and customer needs
What You’ll Bring
* Proven experience managing a Service Desk or technical support team within an MSP
* Strong understanding of ITIL principles (ITIL Foundation desirable)
* Excellent leadership, coaching, and team‑development skills
* Calm, structured, and solutions‑focused approach under pressure
* Strong communication and customer‑relationship skills
* Experience with modern ITSM platforms (Halo, ServiceNow, Freshservice, Autotask, etc.)
* Solid technical grounding across Microsoft 365, Azure, networking, and general infrastructure
Why This Role Stands Out
* Join a respected MSP with a strong growth trajectory
* Supportive leadership team and a culture that values continuous improvement
* Hybrid working model
* Investment in training, certifications, and long‑term career development
* Modern tech stack and a forward‑thinking approach to service delivery
If you’re an experienced Service Desk Manager looking for your next challenge within a dynamic MSP environment, we’d love to hear from you. Apply with your CV today