Service Desk Manager – MSP

InfraView; Leeds; Hybrid; GBP 50,000 - 60,000; Full time

Job summary

InfraView in Leeds is seeking a Service Desk Manager to lead a busy MSP operation with 10 engineers across 1st to 3rd line. You will own daily service delivery, manage escalations, drive KPIs and customer satisfaction, and implement ITIL-based improvements.

Hybrid role in Leeds City Centre, offering £50,000–£60,000 and scope to shape service performance in a growing UK MSP.

Qualifications

• Proven Service Desk Management experience within an MSP.
• Technical background to at least 2nd Line level, ideally across Microsoft 365 and IT Infrastructure.
• Strong ITIL, SLAs, Incident and Problem Management.
• Experience with ITSM/PSA platforms (ConnectWise, Autotask, ServiceNow).

Responsibilities

• Lead, manage and develop a team of 10 Service Desk Engineers across 1st, 2nd and 3rd Line Support.
• Own day-to-day Service Desk operations, ticket queues, escalations and resource management.
• Drive SLA compliance, KPIs, CSAT and overall service performance.
• Conduct 1:1s, performance reviews, coaching and manage underperformance.
• Produce service reports, analyse trends and implement improvements.
• Manage customer escalations, service reviews and key client relationships.
• Champion ITIL processes, including Incident, Problem and Change Management.
• Improve ticket management, workflows, documentation and operational efficiency.

Skills

People management

Leadership

Performance management

ITIL

Stakeholder management

Tools

ConnectWise

Autotask

ServiceNow

Job description

Service Desk Manager - MSP

£50,000 - £60,000

Leeds City Centre | Hybrid (3 days office / 2 days home)

We're recruiting for a fantastic, growing UK IT Managed Services Provider (MSP) looking for an experienced Service Desk Manager to take ownership of a busy Service Desk operation, lead a team of engineers and drive service performance, customer satisfaction and continuous improvement.

The Role

• Lead, manage and develop a team of 10 Service Desk Engineers across 1st, 2nd and 3rd Line Support.
• Own day-to-day Service Desk operations, ticket queues, escalations and resource management.
• Drive SLA compliance, KPIs, CSAT and overall service performance.
• Conduct 1:1s, performance reviews, coaching and manage underperformance.
• Produce service reports, analyse trends and implement improvements.
• Manage customer escalations, service reviews and key client relationships.
• Champion ITIL processes, including Incident, Problem and Change Management.
• Improve ticket management, workflows, documentation and operational efficiency.

What We're Looking For

• Proven Service Desk Management experience within an MSP - essential.
• Strong people management, leadership and performance management skills.
• Technical background to at least 2nd Line level, ideally across Microsoft 365 and IT Infrastructure.
• Strong understanding of ITIL, SLAs, Incident and Problem Management.
• Experience with ConnectWise, Autotask, ServiceNow or similar ITSM/PSA platforms.
• Confident managing demanding customers, escalations and high-priority incidents.
• Data-driven, commercially aware and passionate about delivering excellent customer service.

The Opportunity

A great opportunity to take ownership of an established Service Desk, shape team performance and make a genuine impact within a successful MSP.

Location: Leeds City Centre - approximately 10 minutes from the station.

Hybrid: 3 days office / 2 days home, with increased office presence expected during the initial 2-3 months.

Salary: £50,000 - £60,000

07441 348 135 [e-mail]