Service Desk Manager / Operations Lead (MSP)

IP-People; Manchester; On-site; GBP 60,000 - 90,000; Full time

Job summary

IP-People in Manchester seeks an experienced Service Desk Manager / Operations Lead to oversee its MSP service delivery operation and drive performance, process improvements and automation. You will manage day-to-day activity, SLAs and reporting, working with senior leadership and technical managers.

The role emphasizes balancing customer expectations, engineer workloads and commercial priorities while maintaining high-quality service and strong team performance.

Responsibilities

• Service delivery and operational performance across the service function.
• Service desk and technical support operations management.
• Customer satisfaction and escalations handling.

Job description

Service Desk Manager / Operations Lead (MSP)

We’re working with a growing Managed Service Provider looking to appoint an experienced Operations Manager to lead and develop its service delivery operation.

This is a broad leadership role with responsibility for the day-to-day performance of the technical service function, ensuring customers receive a consistently high standard of support while improving the processes, structure and performance behind the operation.

You’ll work closely with the senior leadership team and technical managers, with responsibility across areas including:

• Service delivery and operational performance
• Service desk and technical support operations
• Customer satisfaction and escalations
• Team leadership and performance management
• Resource and capacity planning
• KPIs, SLAs and operational reporting
• ITSM/PSA processes and continuous improvement
• Process improvement and automation
• Project and technical resource coordination
• Operational efficiency and service quality

We’re particularly interested in speaking with people who have managed technical operations within an MSP, IT services or outsourced technology environment.

You’ll need to understand the realities of running a busy managed service operation, balancing customer expectations, engineer workloads, service performance and commercial priorities.

This could suit an established Operations Manager, Service Delivery Manager, Head of Service or Service Desk Manager ready to take broader operational responsibility.