Global Head of Service Desk - 24/7 MSP Leader

Perfect People; Milton Keynes; On-site; GBP 120,000 - 180,000; Full time

Benefits offered by this job

Bonus

Benefits

Job summary

Perfect People is recruiting a Global Head of Service Desk for a growing MSP. It’s a big, hands-on role overseeing a 24/7 desk spanning the UK, US and an offshore team with plans to reach over 60 engineers by 2027.

You’ll lead regional managers, own SLAs and ticket flow across L1–L3, standardize all regions, and ensure proactive problem management with dashboards and playbooks. Office-based in Milton Keynes, with an attractive salary, bonus and benefits.

Qualifications

• Experience leading and scaling a multi-region or global service desk in an MSP.
• Experience managing managers and team leads.
• ITIL v4 Foundation.
• A degree or equivalent experience in IT or technical service operations.

Responsibilities

• Owning the flow of work across L1 to L3 globally and balancing demand across regions and time zones.
• Setting one way of working for every region, covering how tickets are triaged, assigned and moved on.
• Getting rid of unmanaged queues, stale tickets and reactive working.
• Owning SLA, OLA and XLA performance, plus first touch resolution, resolution times, backlog health, quality and CSAT.
• Making sure your managers can tell you not just what’s in the backlog, but why it’s there.
• Using dashboards as a live control tool, so you fix things before they go wrong rather than explaining them after.
• Embedding the Ticket Handling Playbook and building quality into the process, not checking it at the end.
• Acting as senior escalation point during P1 and P2 incidents while keeping BAU on track.
• Making 24/7 handovers between regions seamless, with clear ownership and escalation.

Skills

Global service desk leadership

Managing managers & team leads

ITIL v4 Foundation

Education

Degree in IT or related field

Tools

Halo PSA

Job description

Perfect People is recruiting a Global Head of Service Desk for a growing MSP. It’s a big, hands-on role overseeing a 24/7 desk spanning the UK, US and an offshore team with plans to reach over 60 engineers by 2027.

You’ll lead regional managers, own SLAs and ticket flow across L1–L3, standardize all regions, and ensure proactive problem management with dashboards and playbooks. Office-based in Milton Keynes, with an attractive salary, bonus and benefits.