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Group Service Desk Manager
Permanent / Full-time
Company Profile
An exciting, forward-thinking, and innovative provider of complete, bespoke, managed IT, communication and network security solutions for businesses of all sizes. Now hiring for an experienced Group Service Desk Manager to lead and develop the service desk teams due to continued growth and expansion in customer base and demand
Opportunity
This is a fantastic opportunity for a talented and driven Service Desk Manager looking to join a forward-thinking and rapidly growing company, who offer outstanding support and professional development, clear career progression pathways, as well as unrivalled job security and stability in a fast-paced and rewarding environment.
Key Responsibilities
- Lead and manage the group's service desk teams to deliver outstanding technical support and customer service.
- Oversee daily operations across multiple service desks, ensuring performance against KPIs, SLAs and client satisfaction metrics.
- Act as the escalation point for major incidents, ensuring timely and effective resolution and communication.
- Drive a culture of continuous improvement, analysing service desk performance and implementing initiatives to improve service delivery.
- Standardise processes, tools and reporting across regional service desks.
- Collaborate with the senior leadership team to align service desk strategy with overall business objectives.
- Maintain strong relationships with key clients, ensuring service quality and proactive support.
- Manage resource planning, forecasting and scheduling to meet client demands efficiently.
Skill/Experience
- 3+ years' experience managing IT service desk teams within a Managed Service Provider (MSP) environment.
- Strong leadership, mentoring and team development skills.
- Demonstrable experience delivering against KPIs and SLAs.
- Experience acting as an escalation point for major technical incidents.
- Understanding of ITIL framework; ITIL v3/v4 Foundation Certification preferred.
- Extensive experience with service desk and ITSM platforms (e.g., ConnectWise, Autotask, ServiceNow).
- Strong technical understanding of Microsoft 365, Azure, Windows Server and Desktop operating systems.
- Strong networking fundamentals (DNS, DHCP, VPN, routing, switching) and understanding of common firewall and cybersecurity principles.
- Familiarity with VoIP solutions (preferably Gamma) and cloud telephony systems.
- Hands-on experience with backup, disaster recovery, antivirus and monitoring solutions.
- Knowledge of wireless technologies and infrastructure (Meraki, Cisco, Draytek).
- Excellent communication, stakeholder management and client-facing skills.
- Commercial awareness and ability to balance service excellence with operational efficiency.
- Recognised accreditations (MCPs, CompTIA, ITIL).
- Full UK driving license and willingness to travel between several sites.
