Service Desk Manager

JR United Kingdom; Maidenhead; On-site; GBP 45,000 - 75,000; Full time

Job summary

An established industry player is seeking a Service Desk leader to drive performance and shape culture in a rapidly scaling MSP. This transformational leadership role involves managing a growing team, enhancing service delivery standards, and collaborating with senior leadership. With a focus on KPIs and SLA compliance, you will mentor your team while improving operational processes. This is a unique opportunity to influence the direction of IT support and make a significant impact in a fast-paced environment. Join a company that has doubled its growth in two years and be a key voice in its strategic transformation.

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 and SLA compliance through effective leadership.
• Manage and develop a high-performing team of Service Desk Engineers.

Skills

Service Desk Leadership

ITIL Principles

Performance Management

Analytical Skills

ConnectWise PSA

Tools

ConnectWise PSA

Job description

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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.

Responsibilities

• 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

Your Background

• 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