Service Desk Manager

Hamilton Barnes ?; Maidenhead; On-site; GBP 60,000; Full time

Job summary

An established industry player is looking for a Service Desk leader to take ownership of a growing team in a rapidly scaling MSP. This transformational leadership role involves shaping process, culture, and performance across a dynamic IT support operation. You will be pivotal in refining service delivery standards and embedding a performance-led culture, collaborating closely with senior leadership. With a competitive salary and the opportunity to shape the future of IT support, this role is perfect for someone eager to make a significant impact in a fast-paced environment.

Qualifications

• Proven experience leading a Service Desk in an MSP or Enterprise Environment.
• Strong understanding of ITIL principles and managed service delivery.

Responsibilities

• Drive performance, KPIs, and SLA compliance through effective leadership.
• Manage, mentor, and develop a high-performing team of Service Desk Engineers.

Skills

Leadership

Performance Management

ITIL Principles

Analytical Skills

Team Development

Tools

ConnectWise PSA

Job description

This range is provided by Hamilton Barnes . Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

Direct message the job poster from Hamilton Barnes

Are you a Service Desk leader ready to make your mark in a rapidly scaling MSP with bold ambitions? This is your opportunity to step into a transformational leadership role—shaping process, culture, and performance across a fast-paced IT support operation.

The Role

This is more than just a management role. You’ll take ownership of a growing service desk team, currently 15 strong, supporting 500–600 clients across three office locations. You'll be pivotal in scaling, refining, and evolving service delivery standards while embedding a performance-led culture across the desk.

You’ll report into the senior leadership team, work directly with the board and company owners, and collaborate closely with HR to shape the future of IT support across the business.

• Drive performance, KPIs, and SLA compliance through effective leadership and accountability
• Manage, mentor, and develop a high-performing team of Service Desk Engineers
• Lead initiatives to improve ticket allocation, response times, and first-time fix rates
• Build out and enhance the ConnectWise PSA system for improved tracking and reporting
• Own the Starters & Leavers process and other operational responsibilities
• Commute between Maidenhead and Hemel Hempstead offices to stay close to the team and clients
• Present to the board and represent service desk performance at the leadership level
• Proven experience leading a Service Desk in either an MSP or Enterprise Environment
• Strong understanding of ITIL principles and managed service delivery
• Experienced in transforming teams and raising standards
• Analytical mindset for managing reports, KPIs, and ticket trends
• Practical knowledge of ConnectWise PSA is highly desirable

The Sell

• Join a fast-growing MSP that’s gone from £10M to £25M in 2 years
• Huge opportunity to shape the direction and culture of the service desk
• Be a key voice in strategy and transformation
• Work closely with leadership, with the autonomy to truly own the role
• Competitive salary of £60,000 per annum

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Industries

  IT Services and IT Consulting

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