Senior MSP Service Desk Operations Leader

Sword Group; Glasgow; On-site; GBP 55,000 - 75,000; Full time

Benefits offered by this job

Competitive Salary

Flexible working

Pension scheme

Private health

Job summary

Sword Group in Scotland is seeking an experienced Service Desk Operations Manager to lead and mature a high-performing, ITIL-aligned Service Desk across multiple enterprise environments. The role focuses on transforming the desk into a proactive managed service and delivering data-driven, value-focused support.

You will oversee governance, incident and service request fulfillment, and work closely with Service Delivery, Technical Operations, and customers to ensure consistent, efficient service

Qualifications

• Significant MSP and service desk leadership experience.
• ITIL-aligned service management expertise.
• Proven ability to drive improvements, automation and knowledge management.
• Experience with ServiceNow or similar ITSM platforms.

Responsibilities

• Lead and mature the enterprise Service Desk across multiple environments.
• Drive governance, metrics, and continual service improvement.
• Transform reactive support into proactive managed services.
• Collaborate with Service Delivery, Technical Operations and customers.
• Manage travel requirements as needed.

Skills

MSP experience

Enterprise Service Desk

ITIL

ServiceNow

Incident Mgmt

SLA KPI

Education

ITIL Foundation

Tools

ServiceNow

RMM

Job description

Sword Group in Scotland is seeking an experienced Service Desk Operations Manager to lead and mature a high-performing, ITIL-aligned Service Desk across multiple enterprise environments. The role focuses on transforming the desk into a proactive managed service and delivering data-driven, value-focused support.

You will oversee governance, incident and service request fulfillment, and work closely with Service Delivery, Technical Operations, and customers to ensure consistent, efficient service