£40,000 - £45,000 + Hybrid Working + Excellent Benefits
If you're building your career within an MSP environment and enjoy the fast-paced, varied nature of supporting multiple clients, this is an opportunity to take the next step into a genuine leadership role within a growing, ambitious IT services business.
This is not a role where you'll be stuck purely firefighting tickets. Instead, you'll play a central role in shaping how the service desk operates, mentoring a small team, improving processes and acting as the senior escalation point for more complex technical issues. You'll still be hands-on, but with real influence over how things are done.
Working within a collaborative and forward-thinking business, you'll benefit from a clear progression path toward IT Service Management, with exposure to service performance, reporting and continuous improvement initiatives from day one.
Key Responsibilities
1. Lead the day-to-day operations of the service desk, ensuring tickets are effectively triaged, assigned and resolved within SLA
2. Act as the senior escalation point for complex technical issues across client environments
3. Mentor and develop junior analysts through coaching, training and regular 1-2-1s
4. Drive service improvements by analysing performance metrics and identifying trends
5. Maintain high-quality documentation across tickets, know...