Strategic Service Desk Manager – MSP

InfraView; Maidenhead, Hemel Hempstead; On-site; GBP 65,000 - 75,000; Full time

Job summary

InfraView is seeking a Strategic Group Service Desk Manager to own and shape the MSP service desk. You will lead a team of about 17, based mostly in Maidenhead, guiding people, processes, and customer experience as the business grows toward doubling in size.

You will set direction across strategy, performance, automation, and AI, focusing on SLAs, metrics, and continuous improvement. This is a leadership role, not hands-on engineering, requiring MSP know-how and strong stakeholder management to

Qualifications

• MSP experience required and a strategic mindset.
• Proven ability to improve SLAs and journey metrics.
• Strong knowledge of PSA/ITSM platforms like ConnectWise.
• Ability to turn operational data and KPIs into improvements.
• Customer-facing and stakeholder-management skills.

Responsibilities

• Lead the Service Desk operation across Maidenhead and Hemel Hempstead.
• Drive service desk strategy, performance, and continuous improvement.
• Manage SLA performance, ticket volumes, ageing, backlogs, and service quality.
• Oversee ConnectWise/PSA reporting, dashboards, and KPI alignment.
• Own customer satisfaction, service reviews, and senior escalations.
• Develop the team and resource planning for scalable growth.
• Champion AI, automation, and elimination of repetitive tasks.
• Handle major incidents, problem management, and service improvement.

Skills

Service Desk Leadership

MSP experience

ConnectWise / PSA

AI & Automation

Customer Experience

Tools

ConnectWise / PSA

Job description

Strategic Group Service Desk Manager – MSP - £60K - £70K – Berkshire

Berkshire | £65,000–£75,000 + Benefits

Service Desk Leadership | MSP | ConnectWise / PSA | Service Transformation | AI & Automation | Customer Experience

Are you currently leading a Service Desk within an MSP and feel ready to take complete ownership of a service operation? Perhaps you're working for a smaller Managed Service Provider, already running a team, improving service and challenging how things are done – but you're looking for the opportunity to genuinely put your stamp on something. This could be exactly that opportunity. We're working with a growing Managed Service Provider looking for a Group Service Desk Manager to take ownership of its Service Desk operation and help shape what it looks like through its next stage of growth. This isn't about inheriting a broken Service Desk. You'll inherit a talented team of approximately 17 people, predominantly based in Maidenhead, within a successful MSP that currently turns over around £10m and has ambitious plans to approximately double in size over the next two years. What they need now is someone with the drive, personality and strategic mindset to take what they have and make it better.

The opportunity

This is much more than keeping the lights on and managing tickets. You'll take ownership of the Service Desk offering, setting direction across people, process, systems, customer experience, reporting, automation and continuous improvement. You'll be expected to look at the operation and ask: What can we improve? What should we change? What can we automate? How can we use AI? Are we measuring the right things? Are customers receiving what they're paying for? And is the Service Desk structured correctly for where the business is going – not just where it is today? You'll have the backing to actually implement those changes. The business is continuing to grow organically and through acquisition, meaning the Service Desk could almost double in size. You'll therefore play an important role in designing an operation capable of scaling with that growth.

What you'll be responsible for

You'll lead the Service Desk operation across Maidenhead and Hemel Hempstead, sitting above the existing Team Lead and escalation capability.

• Service Desk strategy, performance and continuous improvement
• SLA performance, ticket volumes, ageing, backlogs and service quality
• ConnectWise / PSA utilisation, reporting, dashboards and meaningful KPIs
• Customer satisfaction, service reviews and senior escalations
• Team performance, accountability, development and resource planning
• Service Desk processes, structure and operating standards
• AI, automation and opportunities to remove repetitive/manual activity
• Major incidents, problem management and service improvement
• Building a scalable Service Desk model to support continued company growth
• Helping shape the future 1st/2nd Line structure and technical support pillars

We don't want someone who simply produces a report showing that a KPI has gone backwards. We want someone who asks why, fixes the underlying problem, implements the change and then demonstrates the improvement through the numbers.

What we're looking for

MSP experience is important. You'll understand the pace, customer expectations and commercial realities of delivering Managed Services across multiple customers. You don't need to be the strongest engineer in the room and this is not a hands‑on technical position. However, you do need to live and breathe technology. You should understand enough to challenge your technical teams, recognise when something doesn't sound right and confidently sit in front of customers and hold your own in technical service conversations.

• Leadership of a Service Desk / Managed Services support team within an MSP
• A genuine strategic mindset rather than purely reactive operational management
• Evidence of improving SLAs, ticket performance and customer experience
• Strong knowledge of ConnectWise or comparable PSA/ITSM platforms
• The ability to turn operational data and KPIs into tangible improvements
• Strong customer-facing and stakeholder-management skills
• Experience improving Service Desk processes, structure and ways of working
• An understanding of how AI and automation can improve modern Service Desk delivery
• Strong people leadership, personality, energy and accountability

Most importantly, we want someone who can tell us: “This is what I inherited. These were the problems. This is what I changed. And these were the measurable results.”

Do I need to have managed a huge Service Desk? No.

We're just as interested in somebody from a smaller MSP who may currently lead a smaller team but has stacks of drive, passion, ideas and strategic thinking and is ready to step up. If you've reached the point where you want more ownership, more influence and the opportunity to genuinely shape a Managed Service operation, we'd like to hear from you.

Location: Predominantly Maidenhead, with approximately one day per week in Hemel Hempstead and occasional customer visits.

Salary: £65,000–£70,000 depending on experience.

If you're looking for another BAU Service Desk Manager role, this probably isn't it.