You'll have the backing to actually implement those changes. The business is continuing to grow organically and through acquisition, meaning the Service Desk could almost double in size. You'll therefore play an important role in designing an operation capable of scaling with that growth.

What you'll be responsible for

You'll lead the Service Desk operation across Maidenhead and Hemel Hempstead, sitting above the existing Team Lead and escalation capability.

You'll own and drive areas including:

• Service Desk strategy, performance and continuous improvement
• SLA performance, ticket volumes, ageing, backlogs and service quality
• ConnectWise / PSA utilisation, reporting, dashboards and meaningful KPIs
• Customer satisfaction, service reviews and senior escalations
• Team performance, accountability, development and resource planning
• Service Desk processes, structure and operating standards
• AI, automation and opportunities to remove repetitive/manual activity
• Major incidents, problem management and service improvement
• Building a scalable Service Desk model to support continued company growth
• Helping shape the future 1st/2nd Line structure and technical support pillars

We don't want someone who simply produces a report showing that a KPI has gone backwards. We want someone who asks why, fixes the underlying problem, implements the change and then demonstrates the improvement through the numbers.

What we're looking for - MSP experience is important.

You'll understand the pace, customer expectations and commercial realities of delivering Managed Services across multiple customers.

You don't need to be the strongest engineer in the room and this is not a hands-on technical position.

However, you do need to live and breathe technology. You should understand enough to challenge your technical teams, recognise when something doesn't sound right and confidently sit in front of customers and hold your own in technical service conversations.

We'd particularly like to speak with people who can demonstrate:

• Leadership of a Service Desk / Managed Services support team within an MSP
• A genuine strategic mindset rather than purely reactive operational management
• Evidence of improving SLAs, ticket performance and customer experience
• Strong knowledge of ConnectWise or comparable PSA/ITSM platforms
• The ability to turn operational data and KPIs into tangible improvements
• Strong customer-facing and stakeholder-management skills
• Experience improving Service Desk processes, structure and ways of working
• An understanding of how AI and automation can improve modern Service Desk delivery
• Strong people leadership, personality, energy and accountability

Most importantly, we want someone who can tell us: “This is what I inherited. These were the problems. This is what I changed. And these were the measurable results.”