Group Service Desk Leader: MSP Growth & Transformation

InfraView - Specialist Cloud & IT Infrastructure Technology Recruitmen; Maidenhead, Hemel Hempstead; On-site; GBP 60,000 - 70,000; Full time

Job summary

InfraView is seeking a Group Service Desk Manager to own and shape the Service Desk for a growing MSP. Based mainly in Maidenhead with occasional Hemel Hempstead visits, you will lead ~17 staff, drive strategy, performance, and automation, and partner with leadership to scale the operation as the business grows.

You will not be hands-on, but you will influence technical teams, challenge processes, and deliver measurable improvements in SLAs and customer satisfaction.

Qualifications

• MSP leadership experience across multiple customers.
• Strong strategic mindset with measurable improvements.
• Ability to challenge status quo and drive transformation in service delivery.

Responsibilities

• Lead the Service Desk across Maidenhead and Hemel Hempstead.
• Set direction for people, processes, systems, and customer experience.
• Drive SLA performance, ticket volumes, backlogs and service quality.
• Utilise ConnectWise/PSA for reporting, dashboards and KPIs.
• Lead automation and AI initiatives to remove repetitive work.
• Manage major incidents and problem management.
• Build a scalable Service Desk model to support growth.

Skills

MSP experience

Leadership

Strategic mindset

Tools

ConnectWise

Job description

InfraView is seeking a Group Service Desk Manager to own and shape the Service Desk for a growing MSP. Based mainly in Maidenhead with occasional Hemel Hempstead visits, you will lead ~17 staff, drive strategy, performance, and automation, and partner with leadership to scale the operation as the business grows.

You will not be hands-on, but you will influence technical teams, challenge processes, and deliver measurable improvements in SLAs and customer satisfaction.