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? Were 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. Theyre currently around £1.5m revenue, with a target to double that over the next 5 years. (So this isnt just manage tickets and keep clients happy) Its more hands-on leadership, process improvement, client service, and helping shape how the service desk works as the business grows. What youll be doing: Youll be the layer between senior leadership and the technical team. Youll 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...