Service Desk Manager

<p>Job Description</p><br>Take the next step in your career now, scroll down to read the full role description and make your application.<br><p>Service Desk Manager – MSP</p><p>Location: Cardiff (Hybrid) Salary: Competitive Employment Type: Full-time, Permanent</p><p>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.</p><p>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.</p><p>Key Responsibilities</p><ul><li>Lead, mentor, and develop a team of 1st–3rd line engineers</li><li>Oversee daily Service Desk operations, ensuring SLAs and KPIs are consistently achieved</li><li>Act as the senior escalation point for technical and customer issues</li><li>Drive continual service improvement across processes, tooling, and customer experience</li><li>Manage resource planning, shift patterns, and workload distribution</li><li>Produce service performance reports for internal stakeholders and clients</li><li>Support incident, problem, and change management in line with ITIL best practice</li><li>Assist with onboarding new customers and services into the MSP environment</li></ul><p>What You’ll Bring</p><ul><li>Proven experience managing a Service Desk or technical support team within an MSP</li><li>Strong understanding of ITIL principles (ITIL Foundation desirable)</li><li>Excellent leadership, coaching, and team-development skills</li><li>Ability to remain calm, structured, and solutions-focused under pressure</li><li>Strong communication and customer-relationship skills</li><li>Experience with modern ITSM platforms (Halo, ServiceNow, Freshservice, Autotask, etc.)</li><li>Solid technical grounding xwzovoh across Microsoft 365, Azure, networking, and general infrastructure</li></ul><p>Why This Role Stands Out</p><ul><li>Opportunity to join a respected MSP with a strong growth trajectory</li><li>Supportive leadership team and a culture that values continuous improvement</li><li>Hybrid working model</li><li>Investment in training, certifications, and long-term career development</li><li>Modern tech stack and a forward-thinking approach to service delivery</li></ul><p>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.</p>