Service Desk Manager

InfraView Ltd; London; On-site; GBP 50,000 - 70,000; Full time

Job summary

A leading Managed Service Provider in London is seeking an experienced Service Desk Manager to oversee daily operations and ensure exceptional customer service. You will lead a team of engineers, drive performance through metrics, and collaborate with other teams to enhance service delivery. Ideal candidates have strong leadership skills and a deep understanding of Microsoft technologies. This role offers an exciting opportunity for positive change within a dynamic environment.

Qualifications

• Experience managing a busy service desk in an MSP environment.
• Strong understanding of Microsoft-based technologies.
• Knowledge of IT service management frameworks (e.g., ITIL).

Responsibilities

• Direct line management of 1st – 3rd Line Engineers and 3 Field Engineers.
• Improve the operational performance of the team.
• Train the service desk team on delivering outstanding customer experience.
• Act as a senior escalation point for complex support issues.

Skills

Leadership

Customer service

Communication

Performance metrics

Coaching

Tools

ITIL

Microsoft technologies

Job description

Are you a true leader looking for an opportunity to make a positive impact? Are you an operational and performance-driven individual who can ensure first-class customer service? Want to make your mark in an amazing MSP?

This is a brilliant role to lead an exceptional team of support and field engineers in a reputable MSP based in London. The team has a strong culture and a focus on Microsoft technologies.

Responsibilities

• Direct line management of 1st – 3rd Line Engineers and 3 Field Engineers
• Improve the operational performance of the team
• Inspire and understand different people – tailor your management style accordingly
• Be an excellent communicator – be liked and respected
• Use metrics and KPIs to assess performance and drive improvements
• Build and develop a cohesive team; manage people effectively through coaching and instilling the right behaviours
• Train the service desk team on delivering outstanding customer experience
• Perform skills analysis and identify technical training needs across the team
• Act as a senior escalation point for complex support issues; take ownership and drive to resolution
• Monitor SLAs, optimise KPIs and service metrics to ensure high performance and customer satisfaction
• Partner with the Malaysian teams to ensure consistent, high-quality global service operations
• Experience managing a busy service desk in an MSP environment
• Knowledge of IT service management frameworks (e.g., ITIL)
• Strong understanding of Microsoft-based technologies
• Commercial awareness: collaborate with sales and account teams to identify value-add opportunities

This role requires a Service Desk Manager who can oversee daily service desk operations to ensure users and clients receive the support they need. This is an exciting opportunity to lead positive change and make a real impact.

Please click the button to apply and/or call Jimmy at InfraView on 0203 950 1996 for further information.

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