Service Desk Manager

Job Description

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Service Desk Manager – MSP

Location: Cardiff (Hybrid) Salary: Competitive Employment Type: Full-time, Permanent

This is a fantastic opportunity for you, a Service Desk Manager to join a well-established Managed Service Provider based in Cardiff that is looking to appoint an experienced Service Desk Manager to lead their technical support function. This is a key leadership role within a growing MSP environment, offering the chance to shape service delivery, develop a high-performing team, and drive continual improvement across the operation.

If you’re an experienced Service Desk Manager who thrives in a fast-paced MSP setting and enjoys balancing people leadership with hands-on operational oversight, this role will suit you perfectly.

Key Responsibilities

• Lead, mentor, and develop a team of 1st–3rd line engineers
• Oversee daily Service Desk operations, ensuring SLAs and KPIs are consistently achieved
• Act as the senior escalation point for technical and customer issues
• Drive continual service improvement across processes, tooling, and customer experience
• Manage resource planning, shift patterns, and workload distribution
• Produce 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

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
• Ability to remain calm, structured, and solutions-focused under pressure
• Strong communication and customer-relationship skills
• Experience with modern ITSM platforms (Halo, ServiceNow, Freshservice, Autotask, etc.)
• Solid technical grounding xwzovoh across Microsoft 365, Azure, networking, and general infrastructure

Why This Role Stands Out

• Opportunity to 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, I’d love to discuss this opportunity with you. Please apply with your CV today.