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Are you a Service Desk leader ready to make your mark in a rapidly scaling MSP with bold ambitions?
This is your opportunity to step into a transformational leadership role—shaping process, culture, and performance across a fast-paced IT support operation.
The Role
This is more than just a management role. You’ll take ownership of a growing service desk team, currently 15 strong, supporting 500–600 clients across three office locations. You'll be pivotal in scaling, refining, and evolving service delivery standards while embedding a performance-led culture across the desk.
You’ll report into the senior leadership team, work directly with the board and company owners, and collaborate closely with HR to shape the future of IT support across the business.
Responsibilities
* Drive performance, KPIs, and SLA compliance through effective leadership and accountability
* Manage, mentor, and develop a high-performing team of Service Desk Engineers
* Lead initiatives to improve ticket allocation, response times, and first-time fix rates
* Build out and enhance the ConnectWise PSA system for improved tracking and reporting
* Own the Starters & Leavers process and other operational responsibilities
* Commute between Maidenhead and Hemel Hempstead offices to stay close to the team and clients
* Present to the board and represent service desk performance at the leadership level
Your Background
* Proven experience leading a Service Desk in either an MSP or Enterprise Environment
* Strong understanding of ITIL principles and managed service delivery
* Experienced in transforming teams and raising standards
* Analytical mindset for managing reports, KPIs, and ticket trends
* Practical knowledge of ConnectWise PSA is highly desirable
The Sell
* Join a fast-growing MSP that’s gone from £10M to £25M in 2 years
* Huge opportunity to shape the direction and culture of the service desk
* Be a key voice in strategy and transformation
* Work closely with leadership, with the autonomy to truly own the role
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