Service Desk Manager - MSP

InfraView - Specialist Cloud & IT Infrastructure Technology Recruitmen; Ouzlewell Green; Hybrid; GBP 50,000 - 60,000; Full time

Job summary

InfraView is seeking a Service Desk Manager for a UK MSP based in Leeds City Centre, offering hybrid working (3 days in the office, 2 from home). The role leads a 10-person service desk across 1st-3rd line, driving SLA performance and customer satisfaction.

The ideal candidate has MSP Service Desk leadership experience, strong ITIL knowledge and a hands-on technical background. The position emphasizes coaching, reporting and continuous improvement within a high-paced MSP environment, with a

Qualifications

• 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 ITSM/PSA platforms such as ConnectWise, Autotask or 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

Data-driven

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.

This is a hands‑on leadership role requiring someone who can bring structure, accountability and high standards to a fast‑paced MSP environment.

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