Service Desk Manager

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 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.