Service Desk Manager

Headway Recruitment; Long Lee; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading UK Managed Service Provider is seeking a Service Desk Manager to lead a growing technical support team in Long Lee, England. This site-based role focuses on delivering exceptional service to major customers in the Energy and Police sectors. Ideal candidates will possess experience in IT service leadership and the ability to maintain high service levels. The role emphasizes proactive communication and continual improvement within a 24/7 support environment.

Qualifications

• Eligibility to gain NPPV3 + SC Security Clearance.
• Experience in a similar IT service leadership role.

Responsibilities

• Lead, coach, and develop the Service Desk team.
• Maintain service levels with a CSAT score above 8.5.

Skills

IT service leadership

Customer support excellence

Proactive communication

Job description

Service Desk Manager MSP This is a site-based role 5 days per week. My client, based in BD20 is a leading UK Managed Service Provider (MSP) delivering secure, high-performance IT services to customers in the Energy, Policing, and Financial Services sectors. As a trusted MSP, they design, build, and manage resilient technology platforms where uptime, performance, and security are critical. Their Network Operations Centres provide 24 / 7 support for complex, high-availability systems. The Service Desk Manager will lead and develop a growing technical support team, ensuring exceptional service delivery to major Energy and Police sector customers. This is a hands‑on MSP leadership role focused on service quality, proactive communication, and continual improvement within a 24 / 7 environment. Reporting to the Operations Director, you’ll collaborate with Engineering, Account Management, and PMO teams to maintain mission‑critical infrastructure and cloud services.

Qualifications

• Eligibility to gain NPPV3 + SC Security Clearance.
• Similar IT service leadership role experience.

Key Responsibilities

• Lead, coach, and develop the Service Desk team to deliver outstanding customer support.
• Maintain service levels and a CSAT score above 8.5.
• Act as the...