Service Desk Manager

Service Desk Manager - MSP / Microsoft - North London (Hybrid) Are you the kind of Service Desk Manager who wants to build something, not just inherit a process and keep it ticking over? We’re hiring a Service Desk Manager for a growing MSP in North London. This is a new role, not a replacement. The business is around 12 people today, with a service team of 6-7, and the plan is to grow properly over the next few years. They’re currently around £1.5m revenue, with a target to double that over the next 5 years. (So this isn’t just “manage tickets and keep clients happy”) It’s more hands-on leadership, process improvement, client service, and helping shape how the service desk works as the business grows. What you’ll be doing: You’ll be the layer between senior leadership and the technical team. You’ll be: * Managing the day-to-day service desk * Supporting and developing engineers * Owning ticket quality, SLAs, escalations and client satisfaction * Spotting repeat issues and improving processes * Running 1-2-1s, reviews and engineer accountability * Helping the team work smarter, not just harder * Getting involved technically when needed * Building better structure around service delivery This is an MSP, so you’ll need to be comfortable with pace, client variety, context switching, and people wanting things yesterday. What they care about: * MSP background is important. * Ideally, you’ll have worked in a smaller MSP, not a huge corporate environment where everything is already built for you. * They’re looking for someone who has managed, led, supervised or mentored a small technical team before. You don’t need to have managed 30 people, but you do need to understand what good service desk leadership looks like. * Technically, they’re mainly a Microsoft house, so experience around M365, Windows environments, support tools, RMM, ticketing systems and general MSP service delivery will all be relevant. * Bonus points for Apple / Mac exposure, or some form of AI experience/adoption But honestly, this is as much about personality as it is technology. They want someone who can talk to people - someone who can communicate clearly with clients, engineers and leadership. Someone who brings energy, ownership and a bit of common sense. Why this is worth a look: Most MSP roles are either pure firefighting or pure ticket management. This is different. You’ll be joining at a point where the business has grown enough to need structure, but is still small enough that you can genuinely influence how things work