Service Desk Manager

WLP Recruitment; Bristol; Hybrid; GBP 45,000 - 60,000; Full time

Job summary

A leading Managed Service Provider is seeking a Service Desk Manager to oversee technical support operations. The ideal candidate will lead a team of engineers, ensuring SLAs are met and driving customer satisfaction. Strong knowledge of Microsoft technologies and proven leadership experience are required. This role offers a competitive salary and hybrid working flexibility.

Benefits

Competitive salary package

Bonus opportunities

Training and certification support

Qualifications

• Proven experience managing a service desk in an MSP or IT support environment.
• Strong knowledge of Microsoft technologies.
• Excellent leadership and people management skills.

Responsibilities

• Manage day-to-day operations of the service desk team.
• Ensure efficient ticket handling and SLA compliance.
• Act as escalation point for technical issues.

Skills

Team leadership

Process optimisation

Microsoft technologies (O365, Azure, Windows Server)

ITIL framework knowledge

Troubleshooting skills

Tools

ConnectWise

Autotask

Job description

Social network you want to login/join with:

Location: Hybrid UK-Based (London / Manchester / Birmingham options)
Salary: £45,000 £60,000 (DOE)
Job Type: Full-time / Permanent

WLP Recruitment is working with a fast-growing, well-established Managed Service Provider (MSP) to hire a dynamic Service Desk Manager to lead their technical support operations.

If you have a passion for team leadership, process optimisation, and delivering high-quality IT support, this role is for you.

Role Overview:

You will be responsible for leading a team of 1st3rd line engineers, ensuring SLAs are met, driving customer satisfaction, and continuously improving service desk performance.

Key Responsibilities:

Manage day-to-day operations of the service desk team

Ensure efficient ticket handling and SLA compliance

Act as escalation point for technical issues

Provide coaching, mentoring, and performance reviews for engineers

Collaborate with account managers and technical teams to resolve client issues

Analyse service trends and implement improvement strategies

Lead onboarding of new clients and ensure smooth transitions

What Were Looking For:

Proven experience managing a service desk in an MSP or IT support environment

Strong knowledge of Microsoft technologies (O365, Azure, Windows Server)

Understanding of ITIL framework and service delivery best practices

Excellent leadership and people management skills

Strong troubleshooting skills and ability to handle high-pressure situations

Experience using PSA/RMM tools (e.g., ConnectWise, Autotask) is a plus

Whats On Offer:

Competitive salary package + bonus opportunities

Hybrid working flexibility

Fast-paced, client-focused MSP environment

Training and certification support

Apply Today:
Send your CV to [emailprotected]
WhatsApp your CV or questions to 07404 436972

Lead the charge in IT service excellence join a trusted MSP and shape the future of technical support.
WLP Recruitment Specialist Tech Talent Delivered.