Group Service Desk Manager (Hemel Hempstead)

TN United Kingdom; Hemel Hempstead; On-site; GBP 40,000 - 80,000; Full time

Job summary

An exciting opportunity awaits as a Group Service Desk Manager with a forward-thinking company that offers bespoke IT solutions. This role is perfect for those who thrive in a dynamic environment and are passionate about leading service desk teams. You will oversee operations, ensuring exceptional customer service and technical support while driving continuous improvement initiatives. With a focus on professional development and career progression, this position promises job security and a chance to make a significant impact in a rapidly growing organization. Join a team that values innovation and excellence in service delivery.

Qualifications

• 3+ years of experience managing IT service desk teams in an MSP environment.
• Strong leadership and mentoring skills with a focus on team development.

Responsibilities

• Lead service desk teams to deliver outstanding technical support.
• Oversee daily operations ensuring performance against KPIs and SLAs.

Skills

IT Service Desk Management

Leadership

KPI Management

ITIL Framework

Technical Support

Client Relationship Management

Networking Fundamentals

Communication Skills

Education

ITIL Certification

MCPs, CompTIA

Tools

ConnectWise

Autotask

ServiceNow

Microsoft 365

Azure

Windows Server

Job description

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Client:

Location:

Hemel Hempstead, United Kingdom

Job Category:

Other

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EU work permit required:

Yes

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Job Reference:

d89b35617a7d

Job Views:

4

Posted:

02.05.2025

Expiry Date:

16.06.2025

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Job Description:

Group Service Desk Manager
Permanent / Full-time

Company Profile
An exciting, forward-thinking, and innovative provider of complete, bespoke, managed IT, communication and network security solutions for businesses of all sizes. Now hiring for an experienced Group Service Desk Manager to lead and develop the service desk teams due to continued growth and expansion in customer base and demand

Opportunity
This is a fantastic opportunity for a talented and driven Service Desk Manager looking to join a forward-thinking and rapidly growing company, who offer outstanding support and professional development, clear career progression pathways, as well as unrivalled job security and stability in a fast-paced and rewarding environment.

Key Responsibilities

• Lead and manage the group's service desk teams to deliver outstanding technical support and customer service.
• Oversee daily operations across multiple service desks, ensuring performance against KPIs, SLAs and client satisfaction metrics.
• Act as the escalation point for major incidents, ensuring timely and effective resolution and communication.
• Drive a culture of continuous improvement, analysing service desk performance and implementing initiatives to improve service delivery.
• Standardise processes, tools and reporting across regional service desks.
• Collaborate with the senior leadership team to align service desk strategy with overall business objectives.
• Maintain strong relationships with key clients, ensuring service quality and proactive support.
• Manage resource planning, forecasting and scheduling to meet client demands efficiently.

Skill/Experience

• 3+ years' experience managing IT service desk teams within a Managed Service Provider (MSP) environment.
• Strong leadership, mentoring and team development skills.
• Demonstrable experience delivering against KPIs and SLAs.
• Experience acting as an escalation point for major technical incidents.
• Understanding of ITIL framework; ITIL v3/v4 Foundation Certification preferred.
• Extensive experience with service desk and ITSM platforms (e.g., ConnectWise, Autotask, ServiceNow).
• Strong technical understanding of Microsoft 365, Azure, Windows Server and Desktop operating systems.
• Strong networking fundamentals (DNS, DHCP, VPN, routing, switching) and understanding of common firewall and cybersecurity principles.
• Familiarity with VoIP solutions (preferably Gamma) and cloud telephony systems.
• Hands-on experience with backup, disaster recovery, antivirus and monitoring solutions.
• Knowledge of wireless technologies and infrastructure (Meraki, Cisco, Draytek).
• Excellent communication, stakeholder management and client-facing skills.
• Commercial awareness and ability to balance service excellence with operational efficiency.
• Recognised accreditations (MCPs, CompTIA, ITIL).
• Full UK driving license and willingness to travel between several sites.