Overview
Service Desk Support Manager (MSP Experience advantageous!) – Birmingham/Hybrid
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 support issues
* Oversee daily Support Desk and Project performance to maintain SLA targets
* Work closely with the Service Delivery Manager to uphold exceptional service
* Drive improvements in efficiency, first-time fix rates and client satisfaction.
* Build strong relationships with customers to support retention and growth.
* Report directly to the Technical Director as part of the senior leadership team.
* Provide regular performance and service reports with actionable insights.
* Support strategic initiatives such as product development, technology adoption and service innovation.
* Analyse service trends and identify improvements to boost profitability and customer success.
* Formal qualifications such as ITIL or PRINCE2
* Experience presenting service and performance data to senior stakeholders
* Cyber Security best practices
* Proven background as a support desk lead or similar MSP leadership role.
* Strong technical knowledge across Microsoft 365, Networking, Virtualisation, security services and Managed Services.
* Experience managing Support Desk teams.
* Demonstrated success improving operational processes and service efficiency.
* Strong diagnostic and problem-solving abilities.
* Experience acting as a senior technical escalation point.
* Solid understanding of MSP-focused cyber-security best practices.
If you’re an MSP technical leader looking for your next step, we’d love to hear from you.
Apply today or contact Arden Resourcing for a confidential discussion.
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