MSP Talent Bridge Ltd
Service Desk Manager
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We're working with a well-established and growing provider of managed IT and technology solutions, supporting a broad client base across sectors. As the business continues to expand its managed services offering, they're looking for an experienced Service Desk Manager to take ownership of the day-to-day running of the service desk function and drive continuous improvement in service delivery.
This is a hands-on leadership role for someone who enjoys building high-performing teams, owning SLAs and KPIs, and being the escalation point when things get tricky. This role is about service desk leadership, technical credibility, and client-facing accountability, regardless of which technology stack that experience was built on.
The Role
- Take full ownership of the service desk team, managing day-to-day workload, rotas, and performance across 1st and 2nd line support.
- Act as the primary escalation point for major incidents and complex technical issues, ensuring swift resolution and clear communication with clients throughout.
- Own and report on SLAs, KPIs and ticket queue health, identifying trends and implementing process improvements to drive efficiency.
- Lead, coach, and develop service desk engineers, supporting their technical growth and career progression.
- Build and maintain strong client relationships, attending client sites regularly to review service performance and identify opportunities to add value.
- Work closely with other internal teams – including projects, networking, security, and telephony – to ensure a joined-up approach to service delivery.
- Contribute to the development and documentation of service desk processes, procedures, and ways of working as the business scales.
- Support recruitment, onboarding, and training of new service desk team members.
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About You
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- Proven experience managing or leading a service desk team within an MSP or IT services provider.
- Strong technical grounding across core IT infrastructure – Microsoft 365, networking, cloud services, and end-user support, with 3rd line experience essential.
- Confident owning SLAs, KPIs, and reporting, with a track record of driving measurable improvements in service quality.
- A natural leader who can motivate a team, manage performance, and lead by example under pressure.
- Comfortable being client-facing, with the credibility and communication skills to manage relationships at all levels.
- ITIL knowledge or certification is desirable but not essential.
- A full UK driving licence, as regular travel to client sites will be required.
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