Job Description
£40,000 - £45,000 + Hybrid Working + Excellent BenefitsIf 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 ResponsibilitiesLead the day-to-day operations of the service desk, ensuring tickets are effectively triaged, assigned and resolved within SLAAct as the senior escalation point for complex technical issues across client environmentsMentor and develop junior analysts through coaching, training and regular 1-2-1sDrive service improvements by analysing performance metrics and identifying trendsMaintain high-quality documentation across tickets, knowledge base and processesDeliver a proactive, customer-first approach, ensuring consistently high levels of client satisfactionRemain hands-on with technical support across a wide range of technologiesSupport projects, on-site visits and wider business initiatives where requiredSkills & ExperienceProven experience within an MSP environment - essentialIT support experience, including time in a senior or escalation roleStrong technical knowledge across Windows, Microsoft 365, Windows Server, networking and endpoint managementExperience mentoring or supporting junior team members would be desirableConfident communicator with excellent customer-facing skillsAbility to manage workloads, prioritise effectively and take ownership of issues through to resolutionMicrosoft certifications (or working toward them) would be advantageousThis is an ideal opportunity for an ambitious IT Heldesk professional with an MSP background who enjoys variety, thrives in a client-facing environment and wants to move into a more influential, leadership-focused position without losing the technical edge.You'll be joining a business that genuinely values its people, promotes accountability and collaboration and is committed to developing its team as it grows.If you're looking for a role where you can step up, make an impact and progress your career toward IT Service Management, we'd love to hear from you.
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