Service Desk Manager MSP
Location: Hybrid UK-Based (London / Manchester / Birmingham options)
Salary: £45,000 £60,000 (DOE)
Job Type: Full-time / Permanent
WLP Recruitment is working with a fast-growing, well-established Managed Service Provider (MSP) to hire a dynamic Service Desk Manager to lead their technical support operations.
If you have a passion for team leadership, process optimisation, and delivering high-quality IT support, this role is for you.
Role Overview:
You will be responsible for leading a team of 1st3rd line engineers, ensuring SLAs are met, driving customer satisfaction, and continuously improving service desk performance.
Key Responsibilities:
* Manage day-to-day operations of the service desk team
* Ensure efficient ticket handling and SLA compliance
* Act as escalation point for technical issues
* Provide coaching, mentoring, and performance reviews for engineers
* Collaborate with account managers and technical teams to resolve client issues
* Analyse service trends and implement improvement strategies
* Lead onboarding of new clients and ensure smooth transitions
What Were Looking For:
* Proven experience managing a service desk in an MSP or IT support environment
* Strong knowledge of Microsoft technologies (O365, Azure, Windows Server)
* Understanding of ITIL framework and service delivery best practices
* Excellent leadership and people management skills
* Strong troubleshooting skills and ability to handle high-pressure situations
* Experience using PSA/RMM tools (e.g., ConnectWise, Autotask) is a plus
Whats On Offer:
* Competitive salary package + bonus opportunities
* Hybrid working flexibility
* Clear leadership progression path
* Fast-paced, client-focused MSP environment
* Training and certification support
Apply Today:
Send your CV to ahmed@wlprecruitment.com
WhatsApp your CV or questions to 07404 436972
Lead the charge in IT service excellence join a trusted MSP and shape the future of technical support.
WLP Recruitment Specialist Tech Talent Delivered.