Service Manager

Netcentrix; Chorley; On-site; GBP 45,000 - 65,000; Full time

Benefits offered by this job

Holiday & leave options

Birthday off & volunteering day

Training & accreditation

Maternity/paternity leave

Wellbeing & benefits

Job summary

Netcentrix is seeking an experienced MSP Service Desk Manager to lead the day-to-day performance of our first-line Service Desk supporting customers across our managed-service base.

This hands-on leadership role focuses on building a high-performing team, owning service performance and customer communication, and driving continual improvement using data and feedback.

Qualifications

• Proven experience leading a first-line Service Desk within an MSP or multi-customer environment.
• Strong people leadership and performance-management capability.
• Ability to use data to drive improvements and communicate performance to stakeholders.

Responsibilities

• Lead, coach and develop the first-line Service Desk team with clear ownership and quality expectations.
• Oversee Service Desk demand, queues, priorities and breach management.
• Drive SLA and KPI performance while maintaining service quality and customer experience.
• Improve first-contact resolution through coaching, processes and escalation management.
• Maintain high standards for ticket quality, updates, escalation and closure.
• Use service data and feedback to identify trends and implement practical improvements.
• Plan team capacity around demand, hours, absence, training and activity.
• Collaborate with technical teams, Project Delivery and Account Management to ensure clear ownership.

Skills

Team leadership

Coaching

Performance management

Data-driven

Customer focus

Incident management

Escalation handling

Tools

HaloPSA

N-able N-central

IT Glue

Microsoft 365

Azure

Job description

We are looking for an experienced MSP Service Desk Manager to lead the day-to-day performance and continual improvement of our first-line Service Desk, supporting customers across our managed-service base.

This is a hands-on operational leadership role for someone who knows how to build a high-performing support team. You will own first-line service performance, queue health, customer communication, team capability and operational discipline, using data and customer feedback to improve the support experience.

What you will be responsible for:

• Lead, coach and develop the first-line Service Desk team, setting clear expectations for ownership, productivity, communication and quality.
• Oversee control of Service Desk demand, queues and priorities, with particular focus on aged, breached, high-priority and at-risk cases.
• Drive SLA and KPI performance while protecting resolution quality and the customer experience.
• Improve first-contact and first-line resolution through coaching, knowledge, better processes and effective escalation.
• Set and maintain high standards for ticket quality, investigation, customer updates, escalation and closure.
• Use service data, customer feedback and quality reviews to identify trends and turn them into practical improvement actions.
• Plan team capacity around demand, service hours, absence, training and known business activity.
• Work closely with technical support teams, Project Delivery, Account Management and other operational functions to ensure clear ownership across team boundaries.

What we are looking for:

• Proven experience managing a first-line Service Desk within an MSP or comparable multi-customer support environment.
• Strong people leadership, coaching and performance-management capability.
• Demonstrable accountability for queue health, SLA achievement, service quality and customer satisfaction.
• Practical experience of incident, request and escalation management.
• Confidence using service data to identify problems, explain performance and drive corrective action.
• Sufficient technical understanding to challenge ticket quality, diagnostics and escalation decisions.
• Clear, calm communication and sound judgement in a busy customer-support environment.
• A strong customer focus combined with a commitment to operational efficiency, accountability and continual improvement.

Useful Experience

Experience with HaloPSA, N-able N-central, IT Glue, Microsoft 365, Azure, networking, managed security, ITIL-aligned service management, quality assurance, knowledge management or Service Desk transformation would be advantageous.

Why you'll love it at Netcentrix

Netcentrix is focused on helping people grow, develop and make an impact. We invest in learning, technical and management development, recognise achievement and offer a benefits package designed to support our people inside and outside work.

• 25 days holiday plus bank holidays, with the option to buy additional leave.
• Your birthday off and an additional volunteering day.
• Training, accreditation and career-development opportunities.
• Enhanced maternity and paternity leave, employee loyalty rewards and achievement recognition.
• Mental and financial wellbeing support, medical schemes, cycle-to-work initiatives and regular company events.