Job Description:

Service Desk Manager – MSP

Location: Nr Cardiff (Hybrid)
Salary: £46,000

This is an excellent opportunity for an experienced Service Desk Manager to join a well‑established Managed Service Provider nr Cardiff. You’ll lead a high‑performing technical support team, shape service delivery, and drive continuous improvement across the operation.

If you thrive in a fast‑paced MSP environment and enjoy balancing people leadership with hands‑on operational oversight, this role will suit you perfectly.

Key Responsibilities

• Lead, mentor, and develop a team of 1st– 2nd line engineers
• Oversee day‑to‑day Service Desk operations, ensuring SLAs and KPIs are consistently achieved
• Act as the senior escalation point for technical and customer issues
• Manage resource planning, shift patterns, and workload distribution
• Produce clear, data‑driven service performance reports for internal stakeholders and clients
• Support incident, problem, and change management in line with ITIL best practice
• Assist with onboarding new customers and services into the MSP environment

Service Experience & Continuous Improvement

• Own and enhance the end‑to‑end service experience, ensuring service quality remains consistently high
• Gather, analyse, and act on customer feedback, service data, and performance insights
• Identify trends, bottlenecks, and improvement opportunities across processes, tooling, and customer touchpoints
• Work collaboratively with technical teams and leadership to optimise the service offering and maximise customer satisfaction
• Champion a culture of continuous improvement, ensuring the Service Desk evolves in line with business and customer needs

What You’ll Bring

• Proven experience managing a Service Desk or technical support team within an MSP
• Strong understanding of ITIL principles (ITIL Foundation desirable)
• Excellent leadership, coaching, and team‑development skills
• Calm, structured, and solutions‑focused approach under pressure
• Strong communication and customer‑relationship skills
• Experience with modern ITSM platforms (Halo, ServiceNow, Freshservice, Autotask, etc.)
• Solid technical grounding across Microsoft 365, Azure, networking, and general infrastructure

Why This Role Stands Out

• Join a respected MSP with a strong growth trajectory
• Supportive leadership team and a culture that values continuous improvement
• Hybrid working model
• Investment in training, certifications, and long‑term career development
• Modern tech stack and a forward‑thinking approach to service delivery

If you’re an experienced Service Desk Manager looking for your next challenge within a dynamic MSP environment, we’d love to hear from you. Apply with your CV today.