Service Desk Manager - Flexible Hours, Growth & Impact

Zenzero Solutions Ltd; Ledston; On-site; GBP 42,000 - 64,000; Full time

Benefits offered by this job

Private health insurance

Generous holiday allowance + birthday

Flexible working patterns

Enhanced pension contributions

Regular office social events

Job summary

Zenzero Solutions Ltd in the United Kingdom is seeking a Service Desk Manager to lead our service desk, drive KPI and SLA delivery, and ensure exceptional customer outcomes. You will manage a global team, align with service leaders, and coordinate outages with cross-functional groups.

You will combine people leadership, technical know-how, and operational discipline to strengthen service delivery and customer satisfaction across our MSP/MSSP environments.

Qualifications

• Experience in MSP/MSSP environments.
• Proven leadership in a global setting with coaching skills.
• Hands-on technical ability to second-line support; strong troubleshooting.
• Strong knowledge of Microsoft 365 and business IT systems.
• Experience with ITSM tools such as ConnectWise, ServiceNow, Remedy or Autotask.
• Operat ional ITIL-aligned service environments incl. SLAs, incidents, changes.
• Ability to work across teams and build senior stakeholder relationships.

Responsibilities

• Lead and manage the service desk team with clear day-to-day guidance.
• Own service performance against KPIs and SLAs; drive improvements.
• Plan staffing and resources across operational hours and budgets.
• Maintain process docs; ensure quality in communications and ticket notes.
• Coordinate outages, changes and service activity with cross-functional teams.
• Represent the service desk in internal meetings with senior management.
• Develop team capability through training and wider awareness.
• Keep knowledge current on processes, tools and IT industry developments.

Skills

MSP/MSSP experience

People management

Microsoft 365

ITIL understanding

Incident & change management

Stakeholder collaboration

Tools

ConnectWise

ServiceNow

Remedy

Autotask

Job description

Zenzero Solutions Ltd in the United Kingdom is seeking a Service Desk Manager to lead our service desk, drive KPI and SLA delivery, and ensure exceptional customer outcomes. You will manage a global team, align with service leaders, and coordinate outages with cross-functional groups.

You will combine people leadership, technical know-how, and operational discipline to strengthen service delivery and customer satisfaction across our MSP/MSSP environments.