Service Desk Manager – MSP

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