Job Description
Service Desk Manager – MSP
Location: Cardiff (Hybrid) Salary: Competitive Employment Type: Full-time, Permanent
This is a fantastic opportunity for you, a Service Desk Manager to join a well-established Managed Service Provider based in Cardiff that is looking to appoint an experienced Service Desk Manager to lead their technical support function. This is a key leadership role within a growing MSP environment, offering the chance to shape service delivery, develop a high-performing team, and drive continual improvement across the operation.
If you’re an experienced Service Desk Manager who thrives in a fast-paced MSP setting and enjoys balancing people leadership with hands-on operational oversight, this role will suit you perfectly.
Key Responsibilities
* Lead, mentor, and develop a team of 1st–3rd line engineers
* Oversee daily Service Desk operations, ensuring SLAs and KPIs are consistently achieved
* Act as the senior escalation point for technical and customer issues
* Drive continual service improvement across processes, tooling, and customer experience
* Manage resource planning, shift patterns, and workload distribution
* Produce service performance reports for internal stakeholders and clients
* Support incident, problem, and change management in line with ITIL best practice
* Assist with onboarding new customers and services into the MSP environment
What You’ll Bring
* Proven experience managing a Service Desk or technical support team within an MSP
* Strong understanding of ITIL principles (ITIL Foundation desirable)
* Excellent leadership, coaching, and team-development skills
* Ability to remain calm, structured, and solutions-focused under pressure
* Strong communication and customer-relationship skills
* Experience with modern ITSM platforms (Halo, ServiceNow, Freshservice, Autotask, etc.)
* Solid technical grounding across Microsoft 365, Azure, networking, and general infrastructure
Why This Role Stands Out
* Opportunity to join a respected MSP with a strong growth trajectory
* Supportive leadership team and a culture that values continuous improvement
* Hybrid working model
* Investment in training, certifications, and long-term career development
* Modern tech stack and a forward-thinking approach to service delivery
If you’re an experienced Service Desk Manager looking for your next challenge within a dynamic MSP environment, I’d love to discuss this opportunity with you. Please apply with your CV today.