IT Service Desk Manager

Circle Group; Chipping Barnet; On-site; GBP 45,000 - 60,000; Full time

Job summary

An established industry player is seeking an IT Service Desk Manager to lead their technical team. This role offers a fantastic opportunity for growth within a supportive MSP that values training and development. You will oversee service queues, manage team performance, and implement ITIL methodologies to enhance service delivery. With a competitive salary and a range of benefits, this position is perfect for a decisive leader looking to make a significant impact in a dynamic environment. Join a company that prides itself on high client retention and employee investment.

Benefits

31 days annual leave

Private medical scheme

Contributory pension scheme

Discretionary bonus

Qualifications

• Experience in managing IT services within an MSP environment.
• Strong knowledge of ITIL methodologies and service desk operations.

Responsibilities

• Monitor ticket queues and ensure timely resolution.
• Manage team performance and conduct regular 1-1s.
• Drive service improvements through ITIL methodologies.

Skills

ITIL Framework

Leadership Skills

Communication Skills

Organizational Skills

Decision-Making

Tools

ITSM Tools

Microsoft Office 365

Windows Client OS

Job description

IT Service Desk Manager - Barnet - MSP - £45k-£60k DOE

Do you thrive in leadership roles and want to join an MSP that truly invests in its people?

Due to continued growth, a well-established Microsoft Gold Partner near Barnet/Southgate is looking for an IT Service Desk Manager with strong ITIL knowledge and MSP experience to lead their technical team.

This close-knit MSP has been trading for over 15 years, supporting SMEs across the South of England and internationally. They pride themselves on training, development opportunities, and high client retention.

Responsibilities Include

• Actively monitor managed queues to ensure timely ticket allocation and resolution.
• Manage the professional growth and performance of direct reports, with regular 1-1s.
• Oversee service queues to meet targets and provide support as needed.
• Maintain adherence to SLA response times.
• Ensure engineers update customers via the service desk platform or phone.
• Drive service improvements through regular meetings and new service projects.
• Implement ITIL methodologies, including Incident, Major Incident, Problem, and Change Management.

Requirements

• Management experience leading IT service within an MSP environment.
• Knowledge of ITIL Framework and ITSM tools.
• Strong organisational and leadership skills.
• Excellent communication and interpersonal skills.
• Decisive and informed decision-making abilities.
• Technical expertise in Microsoft products, including Office 365 and Windows Client OS.

This is a fantastic growth opportunity, making it an ideal time to join.

Benefits

• Salary of £45K-£60K based on experience.
• Discretionary bonus.
• 31 days annual leave, including Bank Holidays and Christmas shutdown.
• Private medical scheme.
• Contributory pension scheme.
• And much more.

To apply, click 'Apply now' or send your CV to Gianluca at circlerecruitment.com. Feel free to connect on LinkedIn or call 0161 877 9200 for more information.

Keywords: MSP, IT Managed Services Provider, Microsoft Gold Partner, ITIL, IT Service Desk, IT Team Lead, Helpdesk Lead, IT Support, IT Infrastructure, London, Barnet, Southgate, Hertfordshire, Enfield, Borehamwood, Change Management, Incident Response.

Circle Recruitment acts as an Employment Agency for this vacancy. Refer someone who fills this role and earn a referral bonus! We also offer an iPad for new client referrals where we successfully recruit.