Service Desk Manager – People-First Leader for MSP Growth

Crg Tec; Leyland; On-site; GBP 40,000 - 45,000; Full time

Benefits offered by this job

Benefits package

Office-based role

Job summary

Crg Tec is seeking a Service Desk Manager for the Preston area. You will lead a ~7-strong 1st Line team, mentoring junior engineers, and acting as a technical escalation point. This role focuses on people development, not just ticket triage, with growth opportunities as the MSP expands.

You’ll oversee ticket analytics, SLAs, and process improvements, collaborating with wider technical teams to ensure top-quality service for multiple clients.

Qualifications

• Experience as a Service Desk Team Leader or Manager within an MSP.
• Solid understanding of Microsoft 365, Windows, networking, and general IT support.
• Strong mentoring skills and a patient, people-focused approach.

Responsibilities

• Develop and mentor the 1st Line Engineers, including apprentices.
• Act as escalation point and ensure high-quality support.
• Monitor ticket volumes, SLAs, and recurring issues; drive improvements.

Skills

People management

Mentoring juniors

Customer service

IT support

Microsoft 365

Windows

Networking

Ticketing systems

Analytics & KPIs

Tools

Ticketing systems

Job description

Crg Tec is seeking a Service Desk Manager for the Preston area. You will lead a ~7-strong 1st Line team, mentoring junior engineers, and acting as a technical escalation point. This role focuses on people development, not just ticket triage, with growth opportunities as the MSP expands.

You’ll oversee ticket analytics, SLAs, and process improvements, collaborating with wider technical teams to ensure top-quality service for multiple clients.