Technical Service Desk Manager

Sand Communications Ltd; Harrogate; On-site; GBP 45,000 - 55,000; Full time

Job summary

Sand Communications Ltd in Harrogate is seeking an experienced Technical Service Desk Manager to lead the technical support team, resolve complex incidents and ensure outstanding service. You will manage day-to-day operations, mentor engineers, monitor SLA performance, and coordinate resources across support and project activities.

This role combines hands-on problem solving with leadership in a busy MSP environment.

Qualifications

• Experience in MSP environment preferred.
• Experience leading, supervising or mentoring technical engineers.
• Excellent Microsoft 365, Windows Server and networking knowledge.
• Confident troubleshooting complex technical issues and supporting third-line escalations.
• Experience managing service desk tickets, priorities and SLAs.
• Strong organisational, communication and customer service skills.

Responsibilities

• Manage the day-to-day operation of the technical service desk, prioritise tickets and progress work.
• Provide hands-on technical support and act as escalation point for complex incidents.
• Lead, mentor and develop engineers.
• Monitor SLA performance, outstanding tickets, and customer escalations.
• Ensure clear customer communication and high-quality documentation.
• Coordinate workloads across support and project activities.
• Improve processes and systems (HaloPSA, NinjaOne).
• Identify operational risks and efficiency improvements.

Skills

Technical leadership

MSP experience

Ticketing & SLAs

Customer service

Team mentoring

Tools

HaloPSA

NinjaOne

SonicWall

UniFi

Microsoft Entra ID

Intune

Microsoft 365 security

Job description

Sand Communications Ltd | Harrogate, North Yorkshire

Salary: £45,000–£55,000 per annum, depending on experience

Location: Harrogate – primarily office-based

About the Role

Sand Communications is an established provider of managed IT, cloud, networking, cybersecurity, connectivity and business communications services.

We're looking for an experienced, hands on Technical Service Desk Manager to lead our technical support team, improve operational performance and help us continue delivering excellent service to our customers.

This is an opportunity for someone who enjoys combining technical problem solving with team leadership. You'll be responsible for the day to day running of our service desk, supporting our engineers with complex technical issues and ensuring our customers receive a consistently high standard of service.

We're a growing business with a small, collaborative technical team, so we're looking for somebody who is comfortable taking ownership, making decisions and getting directly involved when needed.

What You'll Be Doing

• Managing the day to day operation of our technical service desk, ensuring tickets are prioritised, allocated and progressed effectively.
• Providing hands on technical support and acting as the escalation point for complex incidents.
• Leading, mentoring and developing our technical engineers.
• Monitoring SLA performance, outstanding tickets, customer escalations and service quality.
• Ensuring clear customer communication, effective ticket ownership and high quality technical documentation.
• Managing engineer workloads and coordinating resources across support and project activities.
• Improving our processes, systems and ways of working, including the effective use of HaloPSA and NinjaOne.
• Identifying operational risks and opportunities to improve efficiency and customer experience.

What We're Looking For

• Strong technical support experience, ideally within an MSP environment.
• Previous experience leading, supervising or mentoring technical engineers.
• Excellent Microsoft 365, Windows Server and networking knowledge.
• Confident troubleshooting complex technical issues and supporting third-line escalations.
• Experience managing service desk tickets, priorities and SLAs.
• Strong organisational, communication and customer service skills.
• A proactive, accountable and practical approach to problem-solving.
• Experience with HaloPSA and NinjaOne.
• Knowledge of SonicWall firewalls and UniFi networking.
• Experience with Microsoft Entra ID, Intune and Microsoft 365 security.
• Familiarity with backup, disaster recovery and cybersecurity solutions.
• Experience supporting connectivity and hosted voice services.

Why Join Sand?

You'll be joining an established, growing business where you can make a genuine difference.

We're looking for someone who can bring structure, technical expertise and fresh ideas to our service desk while working closely with the directors and engineering team.

You'll have the opportunity to influence how we deliver our services, develop the technical team and make meaningful improvements to our operations.

This is an initial six-month fixed term opportunity, with any potential extension dependent on business requirements.