Job Description
We are working with a fast-growing Managed Service Provider seeking a Technical Service Desk Manager to lead and develop their service desk function. This is a hands-on leadership role suited to someone with a strong technical background who has progressed through service desk or support roles and is now ready to step into or grow within management.
The ideal candidate could be an experienced Service Desk Team Leader looking to take the next step into a full management position, or an established Service Desk Manager with a technical MSP background.
The Role
As Technical Service Desk Manager, you will be responsible for leading the day-to-day operations of the service desk, ensuring high-quality technical support delivery to customers and driving continuous improvement across processes, performance, and customer experience.
You will remain close to the technical detail while also taking ownership of team leadership, escalation management, and service performance.
Key responsibilities include:
* Leading and developing the service desk team in a fast-paced MSP environment
* Ensuring efficient handling of incidents, requests, and escalations
* Acting as an escalation point for complex technical issues
* Monitoring SLA performance and driving service improvement
* Coaching and mentoring engineers and team leaders
* Supporting process improvement and service maturity initiatives
* Working closely with wider technical teams including infrastructure, cloud, and projects
* Contributing to reporting, KPI tracking, and operational reviews
About You
We are open to candidates who have grown through the service desk function and are ready for or already operating in a management role.
You will likely have:
* Experience as a Team Leader or Senior Engineer ready to step up
* Strong technical understanding across IT infrastructure including Windows, networking, and Microsoft 365
* Experience managing or supporting SLAs and service performance metrics
* A hands-on leadership approach
* Strong communication and stakeholder management skills
* A passion for developing people and improving service delivery
Desirable Experience
* Previous MSP environment experience
* ITIL Foundation or similar service management framework knowledge
* Experience with PSA or RMM tools
* Exposure to cloud environments such as Azure, Microsoft 365, or AWS
This is a fantastic opportunity to work within a growing service desk team for a well established MSP business.