Job Openings Service Desk Manager

About the job Service Desk Manager

Service Desk Manager MSP

Location: Hybrid UK-Based (London / Manchester / Birmingham options)
Salary: £45,000 £60,000 (DOE)
Job Type: Full-time / Permanent

WLP Recruitment is working with a fast-growing, well-established Managed Service Provider (MSP) to hire a dynamic Service Desk Manager to lead their technical support operations.

If you have a passion for team leadership, process optimisation, and delivering high-quality IT support, this role is for you.

Role Overview:

You will be responsible for leading a team of 1st3rd line engineers, ensuring SLAs are met, driving customer satisfaction, and continuously improving service desk performance.

Key Responsibilities:

  • Manage day-to-day operations of the service desk team

  • Ensure efficient ticket handling and SLA compliance

  • Act as escalation point for technical issues

  • Provide coaching, mentoring, and performance reviews for engineers

  • Collaborate with account managers and technical teams to resolve client issues

  • Analyse service trends and implement improvement strategies

  • Lead onboarding of new clients and ensure smooth transitions

What Were Looking For:

  • Proven experience managing a service desk in an MSP or IT support environment

  • Strong knowledge of Microsoft technologies (O365, Azure, Windows Server)

  • Understanding of ITIL framework and service delivery best practices

  • Excellent leadership and people management skills

  • Strong troubleshooting skills and ability to handle high-pressure situations

  • Experience using PSA/RMM tools (e.g., ConnectWise, Autotask) is a plus

Whats On Offer:

  • Competitive salary package + bonus opportunities

  • Hybrid working flexibility

  • Clear leadership progression path

  • Fast-paced, client-focused MSP environment

  • Training and certification support

Apply Today:
Send your CV to ahmed@wlprecruitment.com
WhatsApp your CV or questions to 07404 436972

Lead the charge in IT service excellence join a trusted MSP and shape the future of technical support.
WLP Recruitment Specialist Tech Talent Delivered.