Service Desk Manager

CRG TEC; Lancashire; On-site; GBP 40,000 - 45,000; Full time

Benefits offered by this job

Solid benefits

Job summary

Crg Tec is seeking a Service Desk Manager in the Preston area to lead a 1st Line team of seven engineers. The role focuses on mentoring, developing junior engineers and improving service delivery within a growing MSP.

You will manage performance metrics, escalate complex issues, and work with wider technical teams to ensure high-quality support for customers, with a strong emphasis on people development and process improvement.

Qualifications

• Experience leading a service desk or MSP team
• Strong mentoring and coaching skills
• Solid knowledge of Microsoft 365 and Windows
• Good understanding of networking and general IT support
• Customer-focused with ability to manage SLAs and KPIs

Responsibilities

• Lead and develop a 1st Line team of ~7 engineers, including apprentices
• Act as escalation point for tricky issues
• Monitor ticket volumes, SLAs and recurring problems
• Analyze desk performance and drive continuous improvements
• Collaborate with wider technical teams to ensure quality service

Skills

People management

Mentoring

MS 365

Windows

Networking

IT support

Tools

Microsoft 365

Windows

Networking

Job description

Service Desk Manager MSP

£40,000 - £45,000 with solid benefits

Location: Preston area

5 days a week in the office

The opportunity:

I'm working with a growing MSP in the Preston area who are looking for a Service Desk Manager to come in and take ownership of their 1st Line team.

Now, this is a slightly different one, as they're not just looking for someone who can manage a busy service desk, keep on top of tickets and act as the technical escalation point.

What they're really after is someone who's a good people person. Someone who enjoys mentoring junior engineers, teaching them new things and helping them become better at what they do.

You'll be managing a team of around seven 1st Line Engineers, some of who are apprentices, some relatively new to the industry and others with a year or so of experience.

So patience is going to be a big thing here. They want someone who's happy to sit down with an engineer, talk them through an issue and explain how to fix it, rather than just taking the ticket off them and sorting it themselves.

The MSP itself is in a really exciting period of growth, regularly acquiring other MSP businesses, so there's plenty of scope for progression as things continue to develop.

Day to day

A lot of your time will be spent working closely with the 1st Line team, helping them develop their technical knowledge and making sure they're getting the support they need.

You'll still be the point of escalation when things get tricky, but the idea is to gradually get the team to a point where they're confident dealing with more issues themselves.

Alongside the people management side, you'll be keeping an eye on how the desk is performing. Things like ticket volumes, SLAs, recurring issues and where the team might be struggling.

They're keen to find someone who actually enjoys looking at the analytics behind a service desk and figuring out how things can be improved, rather than just accepting that things have always been done a certain way.

You'll also be working with the wider technical teams, making sure escalations are handled properly and that customers are getting the service they should be.

Who we are looking for

Ideally, you'll already be working as a Service Desk Team Leader or Manager within an MSP, so you'll understand how busy these environments can get and the challenges that come with supporting multiple customers.

You'll need to be technically capable too, with a good understanding of Microsoft 365, Windows, networking and general IT support, as you'll be the person the team turns to when they're stuck.

But the biggest thing for this one is personality.

They want someone who's approachable, patient and genuinely enjoys developing people.

Someone who can work with an apprentice who's only just started their IT career and help them understand something without making them feel daft for asking.

If you're the sort of manager who gets satisfaction from seeing your team improve, rather than just being the person who fixes all the difficult tickets, you'll probably be a good fit.

An interest in service desk reporting, KPIs and process improvement is important too, as they want someone who can look at how the desk operates and make it better over time.

The Next Steps

If you're currently leading a Service Desk team, enjoy the mentoring side of things and fancy joining an MSP that's growing pretty quickly, this could be a really good opportunity.