Service Desk Manager: Lead MSP Support & SLAs

Zenzero Solutions Ltd; Ledston; On-site; GBP 42,000 - 58,000; Full time

Benefits offered by this job

Private health insurance

Generous holiday + birthday day off

Enhanced pension contributions

Regular social events across offices

Job summary

Zenzero Solutions Ltd is a fast-growing UK technology company seeking a Service Desk Manager to lead the service desk team and ensure excellent customer outcomes. You will drive KPIs, SLA adherence and strong reporting across the desk.

You will collaborate with service leaders to coordinate across teams, plan staffing and resource needs, and uphold high standards through documentation and ticket reviews. The role offers opportunities in a MSP/MSSP environment and a strong team culture.

Qualifications

• Experience working in MSP/MSSP environments.
• Proven people or line management experience in a global context.
• Technical experience to at least second-line support level with strong troubleshooting abilities.
• Strong knowledge of Microsoft 365 and general IT systems.
• Experience using IT service management tools (ConnectWise, ServiceNow, Remedy or Autotask).
• Operational understanding of ITIL-aligned environments (SLAs, incidents, requests, changes).
• Ability to collaborate across teams and build relationships with senior stakeholders and third parties.
• Experience supporting resource planning, operational planning or budgeting.
• Experience creating and maintaining process documentation and using ticket reviews.

Responsibilities

• Lead and coach the service desk team with clear day-to-day guidance.
• Own service performance against KPIs and SLAs with clear reporting.
• Plan staffing and resources across operational hours and training needs.
• Maintain process documentation; conduct regular ticket and call reviews for quality.
• Coordinate outages, changes and service activity with other teams and third parties.
• Represent the service desk in internal meetings and build relationships with senior management.
• Develop team capability through training and awareness initiatives.
• Keep knowledge up-to-date on processes and IT industry developments.

Skills

MSP/MSSP experience

People leadership

Second-line support

Microsoft 365

ITSM tools

ITIL processes

Stakeholder management

Resource planning / budgeting

Process documentation

Health insurance

Birthday off / holidays

Pension contributions

Social events

Tools

ConnectWise

ServiceNow

Remedy

Autotask

Job description

Zenzero Solutions Ltd is a fast-growing UK technology company seeking a Service Desk Manager to lead the service desk team and ensure excellent customer outcomes. You will drive KPIs, SLA adherence and strong reporting across the desk.

You will collaborate with service leaders to coordinate across teams, plan staffing and resource needs, and uphold high standards through documentation and ticket reviews. The role offers opportunities in a MSP/MSSP environment and a strong team culture.