Service Desk Manager - Systems Integrator

Hamilton Barnes Associates Limited; Southampton; On-site; GBP 45,000 - 55,000; Full time

Job summary

A leading provider of Managed IT and Cloud solutions is seeking an experienced Service Desk Manager in Southampton. The role involves leading a high-performing team, engaging with technical and non-technical stakeholders, and driving operational maturity. The ideal candidate will have a strong background in IT support, excellent communication skills, and familiarity with ITIL practices. This position offers a competitive salary between £45,000 and £55,000, along with various benefits including funded training and a pension scheme.

Benefits

Competitive salary

Funded training and certifications

25 days holiday allowance

Pension scheme

Salary sacrifice scheme

Qualifications

• Proven experience managing a Service Desk or IT Support function.
• Strong technical background for engaging with engineers.
• Experience in driving operational maturity.

Responsibilities

• Lead and develop a high-performing Service Desk team.
• Manage escalations to the 3rd Line and Professional Services teams.
• Identify opportunities for upselling services.

Skills

Service Desk management

Technical engagement

Stakeholder communication

Operational maturity

ITIL practices

Tools

Microsoft Azure

Microsoft 365

Job description

Are you looking for an exciting new opportunity? Join a leading provider of Managed IT and Cloud solutions that has been supporting organisations across sectors such as finance, energy, education, and technology for over 15 years. Taking a forward-thinking approach, the company focuses on aligning technology with business goals, helping clients achieve their vision through strategic IT. Services span a wide range of technologies including Microsoft Azure, Microsoft 365, and comprehensive IT support.

If you would like to learn more about this opportunity, feel free to reach out and apply today!

Responsibilities:

• Lead and develop a high-performing Service Desk team, ensuring efficient operations and high customer satisfaction
• Drive a culture of ownership, accountability, and continuous improvement — making the team increasingly self-sufficient
• Manage escalations to the 3rd Line and Professional Services teams where necessary
• Collaborate closely with customers to understand and meet their needs, acting as a key point of contact
• Identify opportunities for upselling services and work in partnership with the Sales team to drive growth
• Ensure high-quality documentation, adherence to RFC processes, and strong service governance
• Contribute to and promote ITIL-aligned best practices across the team

Desired Experience:

• Proven experience managing a Service Desk or IT Support function, ideally within an MSP or similar environment
• A strong technical background with the ability to engage with engineers on escalated issues
• Confident working with both technical and non-technical stakeholders, including customers and sales teams
• Experience in driving operational maturity and enabling teams to take ownership without micromanagement
• Familiarity with ITIL practices and change management (RFC processes)
• Excellent communication and leadership skills

Benefits:

• Competitive salary with potential to grow further in a leadership role
• Funded training and certifications (including ITIL, Microsoft, AWS, etc.)
• 25 days holiday allowance (plus bank holidays)
• Pension scheme
• Salary sacrifice scheme
• Opportunity to make a real impact in a fast-growing, tech-forward organisation

Location:

• Southampton (On-site 4 days a week)

Salary:

• £45,000 – £55,000