Service Desk Manager

Proactive Appointments; Walton-on-Thames; On-site; GBP 42,000 - 60,000; Full time

Job summary

Proactive Appointments is seeking an experienced Service Desk Manager to lead and develop a busy MSP Service Desk in Walton-on-Thames. You will manage 6-8 Service Desk Engineers, ensuring high-quality IT support, strong customer service and KPI performance.

Key responsibilities include coaching the team, SLA monitoring, incident escalation, ITIL alignment and driving continual service improvement while producing senior management reports. A customer-focused, collaborative lead is essential.

Qualifications

• 3+ years' experience managing an IT Service Desk within an MSP
• Experience managing a team of 6-8 engineers
• Strong knowledge of ITIL, SLAs, KPIs and service management
• Experience handling escalations and major incidents
• Good knowledge of Microsoft 365, Entra ID, Azure, Intune and MDM
• Good networking fundamentals across LAN, WAN, VPN, routers and firewalls
• Understanding of IT security and experience handling security incidents
• Experience with PSA/RMM platforms such as Autotask, HaloPSA, ConnectWise, Datto RMM or similar
• Strong leadership, communication and organisational skills
• Customer-focused with a practical, analytical approach

Responsibilities

• Lead, coach and develop a team of Service Desk Engineers
• Manage day-to-day Service Desk operations, workload and resource planning
• Monitor KPIs, SLAs and customer satisfaction
• Act as the escalation point for technical and customer issues
• Ensure high standards of ticket quality, documentation and ITIL practices
• Drive service improvement, efficiency and first-time fix rates
• Produce service performance reports for senior management
• Work closely with technical and account management teams
• Support a positive, collaborative and customer-focused culture

Skills

ITIL knowledge

Leadership

Team management

SLA/KPI management

Customer service

MSP experience

Communication skills

Security incident handling

Networking fundamentals

Tools

Autotask

HaloPSA

ConnectWise

Datto RMM

Job description

Service Desk Manager

We are looking for an experienced Service Desk Manager to lead and develop a busy Managed Service Provider (MSP) Service Desk.

You’ll manage a team of 6-8 Service Desk Engineers, ensuring high-quality IT support, strong customer service, SLA/KPI performance and continual service improvement.

Key Responsibilities

• Lead, coach and develop a team of Service Desk Engineers
• Manage day-to-day Service Desk operations, workload and resource planning
• Monitor KPIs, SLAs and customer satisfaction
• Act as the escalation point for technical and customer issues
• Ensure high standards of ticket quality, documentation and ITIL practices
• Drive service improvement, efficiency and first-time fix rates
• Produce service performance reports for senior management
• Work closely with technical and account management teams
• Support a positive, collaborative and customer-focused culture

About You

• 3+ years' experience managing an IT Service Desk within an MSP
• Experience managing a team of 6-8 engineers
• Strong knowledge of ITIL, SLAs, KPIs and service management
• Experience handling escalations and major incidents
• Good knowledge of Microsoft 365, Entra ID, Azure, Intune and MDM
• Good networking fundamentals across LAN, WAN, VPN, routers and firewalls
• Understanding of IT security and experience handling security incidents
• Experience with PSA/RMM platforms such as Autotask, HaloPSA, ConnectWise, Datto RMM or similar
• Strong leadership, communication and organisational skills
• Customer-focused with a practical, analytical approach

Desirable

• ITIL Foundation or higher
• Microsoft certifications
• Leadership/management qualification
• PRINCE2 Foundation

Requirements: Full UK driving licence and willingness to undertake an enhanced DBS check.