Roswell IT Services
Service Desk Supervisor
How your CV stacks up
Upload your CV to see how well it fits this job role
?%
Location
Glasgow or remote UK based
Job type
Full time
Level
Intermediate to experienced
About Roswell IT -
Roswell IT has been providing managed IT support for nearly 30 years. We support clients across IT, cloud, telecoms, cyber security and Microsoft 365, and we are now expanding into AI driven support and automation.
About the role -
We are looking for a Service Desk Supervisor to help run the day to day support desk, support our engineers and keep client service moving properly. This role would suit someone who has strong MSP service desk experience and is ready to take more ownership of ticket flow, escalation, quality and team support. You do not need to be a senior infrastructure expert, but you do need to understand how a busy support desk works and how to keep standards high.
Reasons to use Rodeo
Start with a chat, not a search bar
Grad scheme, placement, apprenticeship? Not sure what you want yet — that's fine. Your agent talks it through with you and turns "I have no idea" into a shortlist.
It searches the market for you
Every day your agent scans the market matching roles against what actually matters to you, not just keywords on a CV.
Only hits
No noise. No "maybe this fits." Just roles with a clear explanation of why they're right — and where to focus when applying.
What you’ll be doing
- Monitor ticket queues and make sure work is prioritised properly
- Support engineers with escalations and troubleshooting direction
- Help maintain strong communication with clients
- Review tickets for quality, updates and resolution notes
- Identify repeat issues and suggest improvements
- Help onboard new support processes and documentation
- Work with management on reporting, service levels and client satisfaction
- Support the use of automation and AI tools within the service desk
- Help make sure calls, tickets and client requests are handled professionally
What we’re looking for
- Experience working on an MSP service desk
- Good understanding of Microsoft 365, Windows, networking basics and business IT support
- Confident handling escalations and client communication
- Able to support engineers without micromanaging them
- Good organisation and attention to detail
- Comfortable using ticketing systems and service desk processes
- A calm approach when things get busy
Get help with your application
Your very own career expert that helps elevate your application to the next level.
Nice to have
- Experience with HaloPSA or similar ticketing systems
- Experience with 3CX or business telecoms
- ITIL awareness
- Experience helping improve service desk processes
- Interest in AI, automation and smarter support workflows
Why join Roswell IT
This is a good opportunity for someone who wants to step into more responsibility without moving away from the technical side completely. Roswell is an established MSP, but we are also actively modernising how support is delivered through automation, AI and better internal systems.
“It took my CV and asked me questions relevant to understanding what kind of jobs to suggest for me. Suggestions were almost perfect. Jobs were exactly what I’ve been looking for.”
Jessica, London
Skills