Group Service Desk Manager (Maidenhead)

TN United Kingdom; Maidenhead; On-site; GBP 40,000 - 70,000; Full time

Job summary

An exciting opportunity awaits a talented Group Service Desk Manager at a forward-thinking company that excels in providing bespoke IT solutions. This role involves leading service desk teams, ensuring top-notch technical support, and driving performance improvements across multiple service desks. With a focus on career development and job security, you will play a pivotal role in aligning service strategies with business objectives while maintaining strong client relationships. If you're ready to take your career to the next level in a dynamic environment, this position is perfect for you.

Qualifications

• 3+ years managing IT service desk teams in an MSP environment.
• Strong leadership and mentoring skills with a focus on KPIs and SLAs.
• Experience with ITIL framework and service desk platforms.

Responsibilities

• Lead service desk teams to deliver exceptional technical support.
• Oversee operations, ensuring performance against KPIs and SLAs.
• Drive continuous improvement initiatives for service delivery.

Skills

IT Service Desk Management

Leadership and Team Development

KPI and SLA Management

Technical Incident Escalation

ITIL Framework Understanding

Service Desk Platforms (ConnectWise, Autotask, ServiceNow)

Microsoft 365 and Azure

Networking Fundamentals

VoIP Solutions

Backup and Disaster Recovery Solutions

Education

ITIL v3/v4 Foundation Certification

Recognised Professional Certifications (MCPs, CompTIA)

Tools

ConnectWise

Autotask

ServiceNow

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. We are now hiring an experienced Group Service Desk Manager to lead and develop the service desk teams due to continued growth and expansion in our 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, which offers 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 by analysing service desk performance and implementing initiatives to enhance 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.

Skills and Experience

• At least 3 years' experience managing IT service desk teams within a Managed Service Provider (MSP) environment.
• Strong leadership, mentoring, and team development skills.
• Experience delivering against KPIs and SLAs.
• Proven experience acting as an escalation point for major technical incidents.
• Understanding of the 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.
• Solid networking fundamentals (DNS, DHCP, VPN, routing, switching) 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 the ability to balance service excellence with operational efficiency.
• Recognised professional certifications (MCPs, CompTIA, ITIL).
• Full UK driving license and willingness to travel between several sites.