Proactive.IT Appointments Ltd.
Service Desk Manager
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Service Desk Manager
We are looking for an experienced Service Desk Manager to lead and develop a busy Managed Service Provider (MSP) Service Desk.
You’ll manage a team of 6–8 Service Desk Engineers, ensuring high-quality IT support, strong customer service, SLA/KPI performance and continual service improvement.
Key Responsibilities
- Lead, coach and develop a team of Service Desk Engineers
- Manage day-to-day Service Desk operations, workload and resource planning
- Monitor KPIs, SLAs and customer satisfaction
- Act as the escalation point for technical and customer issues
- Ensure high standards of ticket quality, documentation and ITIL practices
- Drive service improvement, efficiency and first-time fix rates
- Produce service performance reports for senior management
- Work closely with technical and account management teams
- Support a positive, collaborative and customer-focused culture
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About You
- 3+ years’ experience managing an IT Service Desk within an MSP
- Experience managing a team of 6–8 engineers
- Strong knowledge of ITIL, SLAs, KPIs and service management
- Experience handling escalations and major incidents
- Good knowledge of Microsoft 365, Entra ID, Azure, Intune and MDM
- Good networking fundamentals across LAN, WAN, VPN, routers and firewalls
- Understanding of IT security and experience handling security incidents
- Experience with PSA/RMM platforms such as Autotask, HaloPSA, ConnectWise, Datto RMM or similar
- Strong leadership, communication and organisational skills
- Customer-focused with a practical, analytical approach
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Desirable
- ITIL Foundation or higher
- Microsoft certifications
- Leadership/management qualification
- PRINCE2 Foundation
Requirements
- Full UK driving licence and willingness to undertake an enhanced DBS check.
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