MSP Service Desk Lead - Manage 6-8 Engineers

Proactive Appointments; United Kingdom; Vor Ort; GBP 45.000 - 65.000; Vollzeit

Zusammenfassung

Proactive Appointments is seeking a Service Desk Manager to lead a busy MSP service desk, developing the team of 6-8 engineers and delivering high-quality IT support, SLA/KPI performance and continual service improvement.

You will drive service delivery, manage escalations, ensure strong ticket quality and ITIL practices, and work closely with technical and account teams in a customer-focused, collaborative culture.

Qualifikationen

• 3+ years' experience managing an IT Service Desk within an MSP.
• Experience leading a team of 6-8 engineers.
• Strong ITIL, SLA, KPI and service management knowledge.
• Experience handling escalations and major incidents.
• Proficient with M365, Entra ID, Azure, Intune and MDM.
• Solid networking fundamentals (LAN/WAN/VPN/routers/firewalls).
• Understanding of IT security and security incidents.
• Experience with PSA/RMM platforms: Autotask, HaloPSA, ConnectWise, Datto RMM.
• Strong leadership, communication and organisational skills.
• Customer-focused with an analytical approach.

Aufgaben

• Lead, coach and develop a team of Service Desk Engineers
• Manage day-to-day Service Desk operations, workload and resource planning
• Monitor KPIs, SLAs and customer satisfaction
• Act as the escalation point for technical and customer issues
• Ensure high standards of ticket quality, documentation and ITIL practices
• Drive service improvement, efficiency and first-time fix rates
• Produce service performance reports for senior management
• Work closely with technical and account management teams
• Support a positive, collaborative and customer-focused culture

Kenntnisse

ITIL knowledge

SLA KPI management

Leadership

Customer focus

Analytical thinking

Team management

Ausbildung

ITIL Foundation

Tools

Autotask

HaloPSA

ConnectWise

Datto RMM

Microsoft 365

Entra ID

Azure

Intune

MDM

Jobbeschreibung

Proactive Appointments is seeking a Service Desk Manager to lead a busy MSP service desk, developing the team of 6-8 engineers and delivering high-quality IT support, SLA/KPI performance and continual service improvement.

You will drive service delivery, manage escalations, ensure strong ticket quality and ITIL practices, and work closely with technical and account teams in a customer-focused, collaborative culture.