Service Desk Manager - MSP / Microsoft - North London (Hybrid) Are you the kind of Service Desk Manager who wants to build something, not just inherit a process and keep it ticking over? We’re hiring a Service Desk Manager for a growing MSP in North London. This is a new role, not a replacement. The business is around 12 people today, with a service team of 6-7, and the plan is to grow properly over the next few years. They’re currently around £1.5m revenue, with a target to double that over the next 5 years. (So this isn’t just “manage tickets and keep clients happy”) It’s more hands-on leadership, process improvement, client service, and helping shape how the service desk works as the business grows. What you’ll be doing: You’ll be the layer between senior leadership and the technical team. You’ll be: * Managing the day-to-day service desk * Supporting and developing engineers * Owning ticket quality, SLAs, escalations and client satisfaction * Spotting repeat issues and improving processes * Running 1-2-1s, reviews and engineer accountability * Helping the team work smarter, not just harder * Getting involved technically when needed * Building better structure around service delivery This is an MSP, so you’ll need to be comfortable with pace, client var...