Service Desk Manager for MSP Tech, SLA Champion (FTC)

Sand Communications Ltd

Harrogate

On-site

GBP 45,000 - 55,000

Full time

21 hours ago

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Job summary

Sand Communications Ltd in Harrogate is seeking an experienced Technical Service Desk Manager to lead the technical support team, resolve complex incidents and ensure outstanding service. You will manage day-to-day operations, mentor engineers, monitor SLA performance, and coordinate resources across support and project activities.

This role combines hands-on problem solving with leadership in a busy MSP environment.

Qualifications

Experience in MSP environment preferred.
Experience leading, supervising or mentoring technical engineers.
Excellent Microsoft 365, Windows Server and networking knowledge.
Confident troubleshooting complex technical issues and supporting third-line escalations.
Experience managing service desk tickets, priorities and SLAs.
Strong organisational, communication and customer service skills.

Responsibilities

Manage the day-to-day operation of the technical service desk, prioritise tickets and progress work.
Provide hands-on technical support and act as escalation point for complex incidents.
Lead, mentor and develop engineers.
Monitor SLA performance, outstanding tickets, and customer escalations.
Ensure clear customer communication and high-quality documentation.
Coordinate workloads across support and project activities.
Improve processes and systems (HaloPSA, NinjaOne).
Identify operational risks and efficiency improvements.