*(If you find this role appealing & are outwith the stated salary range please still do apply)
The Company
This hiring organisation is a Scottish MSP with a great market reputation. They are a well‑established technology partner known for delivering dependable, security‑led IT support services to businesses that rely on smooth, uninterrupted operations. Their focus spans day‑to‑day IT assistance, protective cybersecurity measures, and modern cloud‑based solutions designed for organisations that value reliability and clarity.
What makes them stand out is their emphasis on people, communication, & customer service. Clients benefit from quick responses, straightforward guidance, and a support team that integrates seamlessly with internal staff. For companies seeking stability, strong security foundations, and a forward‑thinking technology strategy; all delivered without unnecessary jargon. This provider offers a friendly, proactive service that keeps everything running effortlessly.
The Job
This opportunity is a new position that the company is creating to further improve their ways of working
* The role will be heavily managerial across the management of day‑to‑day operations, escalation, & people management of 10-15 direct reports.
* Someone who can act as a standard setter, whilst driving a culture of accountability, quality, & premium customer service will be perfect. This hire will be the person responsible for implementing proper performance indicators & defining what ‘good’ looks like.
* Other main responsibilities will be a mixture of reporting & strategy; owning processes & documentation; monitoring / reviewing performance & incidents; identifying trends with a view to making informed improvements.
The successful candidate will have experience managing a service desk. However they do not need to have been a service desk agent / support engineer. Technical knowledge is helpful but this will be a managerial role rather than hands‑on technical.
This is a newly created role which comes with a lot of authority within a critical part of the firm. As such, it offers the successful candidate lots of scope & autonomy within an open‑minded business to drive a service desk function in the right direction & build a high performing service desk in their own image. It has the potential to be a brilliant career opportunity for the right person.
The Skills / Experience
* Must have experience managing an IT service desk. Bonus if 10+ direct reports.
* Highly beneficial if candidate has worked in an MSP, especially if they are sized in the 50-100 person range.
* Must have experience managing staff performance whilst working to or setting up SLAs / KPIs / SOPs
* ITIL certification advantageous.
* Familiarity with Cyber Essentials or ISO 20000 / 27001 standards also helpful, although not required.
* Capacity to speak authoritatively & voice opinion in respectful manner, whilst remaining down to earth.
* Ability to think strategically with long‑term view.
Please apply with CV to be considered. More details will be provided during first conversation.
Our client is an equal opportunities employer & values the unique perspective a diverse workforce brings to what they do.
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