IT Service Desk Lead / Manager

My well-established MSP client is urgently recruiting for an IT Service Desk Lead / Manager to oversee the day-to-day operation of the Service Desk, ensuring the delivery of high-quality IT support and an excellent customer experience across its client base.

The successful candidate will lead and support the Service Desk team, acting as an escalation point for complex technical issues while ensuring incidents and service requests are managed efficiently and within agreed SLA targets. This is an excellent opportunity for an experienced Service Desk professional looking to take ownership of service delivery, drive operational improvements and develop a high-performing support function.

The role will include:

• Leading the Service Desk team, providing day-to-day guidance, support and mentoring to ensure a consistent, high standard of service.
• Managing incidents and service requests, ensuring tickets are prioritised, allocated and resolved within agreed SLA targets.
• Acting as an escalation point for complex technical issues, working closely with technical teams and third-party providers to ensure timely resolution.
• Monitoring Service Desk performance, including ticket volumes, response and resolution times, SLA compliance and customer satisfaction, identifying areas for improvement.
• Maintaining strong working relationships with clients, ensuring clear communication, effective issue management and a customer-focused approach.
• Overseeing incident management, problem management and change processes, ensuring recurring issues are identified, investigated and addressed to minimise future disruption.
• Ensuring accurate documentation of support procedures, knowledge base articles and IT systems to promote consistency and effective knowledge sharing across the team.
• Identifying opportunities to improve Service Desk processes, operational efficiency and the overall end-user experience.
• Supporting the onboarding of new clients, users and services, ensuring appropriate support processes and procedures are in place.
• Working closely with senior management and technical teams to support service improvement initiatives and maintain high standards of IT service delivery.

The ideal candidate will have previous experience in a Service Desk Team Leader or IT Service Desk Lead role within an MSP or fast-paced IT support environment. Strong technical troubleshooting skills, experience managing ticket queues and SLAs, and the ability to lead and motivate a team are essential.

I have a detailed specification available, so please send me your up-to-date CV for an immediate response and further information on this fantastic opportunity with a great client.

PLEASE NOTE: THIS ROLE IS 5 DAYS PER WEEK ON-SITE.

I have a detailed specification, please send an up to date CV for an immediate response and more information on a great opportunity with a fantastic Client.

PLEASE NOTE THIS IS 5 DAYS A WEEK ON SITE.