Job Description

Service Desk Manager —Location: London/ Birmingham | Department: IT | Reports to: CTO | Full-time

We are hiring for a our clients who run a Commercial Telecoms offering, managing all of their clients business communication needs. They are one of the UK’s largest independently owned communication solutions providers, delivering a range of telephony and IT products and services, UK wide.

Their "customer first "approach is at the heart of who they are and what they do. They emphasise the partnerships that they build are held in esteem and are a key to their ethos.

The clients are currently managing 4,000 customers, ensuring products and services are delivered seamessly and effortlessly.

Our clients' customer care, empowerment, delivery, evolution and teamwork are paramount putting customers, employees and communities first while driving accountability, learning and high performance

Our client is seeking a Service Desk Manager to ensure the smooth running of their MSP service desk, with a focus on SLA performance, customer feedback and team morale. You’ll manage multi-site service desk leaders, own SLA delivery, champion customer experience and drive continuous process and people improvements. You must have experience of working within a Managed Service Provider (MSP)

Key responsibilities

• Own and drive SLA performance and service delivery across the service desk, supported by the Operations Manager.
• Ensure effective ticket lifecycle management (logging → escalation → resolution) and escalate appropriately.
• Review ticket audits, deliver coaching/training and run periodic incentives to maintain engagement.
• Monitor customer feedback and NPS; act as an escalation point for customer issues and major incidents.
• Provide line management for team leaders across multiple locations; conduct 1:1s, skills reviews, recruitment and onboarding.
• Maintain and deliver product/service training and coordinate external supplier training.
• Improve and document service desk processes and ensure adherence to business controls (eg. ISO 27001, policies, H&S).
• Foster cross-team communication (service desk, procurement, account management) to ensure seamless customer experience.

Person specification :

Essential

• 3+ years’ experience managing a service desk team of 20+ within an MSP/managed service environment.
• Strong knowledge of Windows, Microsoft 365/cloud services, networking fundamentals, endpoint management and security tools.
• Experience supporting SME clients across multiple industries.
• Hands-on with ticketing systems (eg. Freshservice) and reporting.
• Proven track record managing SLAs, KPIs and delivering in customer-focused environments.
• Experience personally handling escalations and major incidents through to resolution.

Desirable

• Experience managing multi-site or remote teams.
• Experience transforming or improving service desk operations.
• Familiarity with commercial aspects (contracts, renewals, roadmaps).

Attributes

• Hands-on, lead-from-the-front mentality.
• Customer-first mindset.
• Highly organised with strong multitasking ability.