Head of Service Desk

Set2Recruit; West of England; Vor Ort; GBP 63.000 - 77.000; Vollzeit

Benefits dieser Stelle

Private Health Care

Enhanced pension

Regular company social events

Zusammenfassung

A leading recruitment agency is seeking a Head of Service Desk to oversee service delivery and lead the support function. The role demands significant technical support experience and a strong background in a Microsoft services environment. Candidates should have a solid grasp of ITIL practices and excellent communication skills. This position offers a competitive salary up to £70K, alongside opportunities for professional growth in a collaborative culture.

Qualifikationen

• 6+ years in technical support, with significant 3rd-line experience.
• 5+ years in a leadership role in a Microsoft-focused service organisation.
• Solid experience with Microsoft's Windows Server, Active Directory, and Azure.

Aufgaben

• Lead support function ensuring high-quality service delivery.
• Mentor team and foster collaboration.
• Drive automation initiatives to increase efficiency.

Kenntnisse

Technical support experience

Leadership in a Microsoft environment

Microsoft tech stack

Networking fundamentals

ITIL practices

Communication skills

Performance data interpretation

Tools

PowerShell

Power Automate

Jobbeschreibung

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This range is provided by Set2Recruit. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

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Lead Infrastructure, Support & Cloud Services Recruitment Consultant at Set2 Recruit

Head of Service Desk – Microsoft Partner (Up to £70K DOE)

My client is a fast-growing, Microsoft services partner delivering outstanding cloud, infrastructure, and managed services across enterprise and SMB markets. They are committed to operational excellence and delivering world-class customer experiences.

Role Overview

As Head of Service Desk, you will lead the entire support function, ensuring high-quality service delivery across 1st, 2nd, and 3rd lines. You’ll provide strategic leadership, shape customer service standards, and act as the senior escalation point for complex issues.

Key Responsibilities

• Oversee day-to-day operations of the Service Desk, ensuring consistent SLA adherence and outstanding customer experience
• Design and implement ITIL‐aligned processes, policies, and workflows to support scalable service delivery
• Act as the primary 3rd‑line escalation point, particularly for complex or technical incidents
• Mentor and develop your team, fostering a culture of collaboration and continuous improvement
• Work with Infrastructure, Security, and Project teams to streamline coordination and issue resolution
• Own reporting dashboards and KPIs, driving service performance and highlighting areas for improvement
• Drive automation initiatives using tools such as PowerShell and Power Automate to increase efficiency
• Support recruitment, onboarding, and staff planning for the Service Desk function
• Engage with executive and client stakeholders, representing the service desk and maintaining client confidence

Experience & Skills

• Minimum 6+ years in technical support, including significant 3rd‑line experience in an MSP environment
• At least 5 years in a leadership role, within a Microsoft-focused service organisation
• Solid experience with Microsoft tech stack: Windows Server, Active Directory, Azure (Entra ID), Microsoft 365, Intune, Autopilot
• Familiarity with networking fundamentals—firewalls, VPNs, VLANs, routing
• Strong knowledge of ITIL practices, support operations, and service improvement strategies
• Excellent verbal and written communication skills; comfortable engaging with technical and senior stakeholders
• Comfortable interpreting and reporting on performance data and SLAs to guide decision-making

Why Join?

• Competitive salary up to £70K DOE
• Opportunity to shape and lead a critical service function within a Microsoft Partner environment
• Collaborative culture, with investment in professional development and certifications
• Clear progression path and real influence over customer outcomes and technical delivery
• Private Health Care
• Enhanced pension
• Regular company social events

If you’re interested in this opportunity, please send across your CV for immediate consideration.

Set2 Recruit is acting as an employment agency in relation to this vacancy.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  IT Services and IT Consulting

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