Service Desk Manager – Lead, Innovate, Excel Location: Hereford, UK Salary: Up to £50,000 Benefits Sector: IT Support & Managed Services Are you an experienced Service Desk Manager looking for your next challenge? Do you thrive in a fast-paced environment, leading a team of skilled IT engineers and delivering top-tier service? If so, this opportunity is for you The Opportunity We are working with a well-established IT Managed Services Provider that has been delivering exceptional IT support and consultancy to businesses and individuals for over a decade. With a strong reputation for customer service and technical expertise, they are now seeking a motivated Service Desk Manager to lead their growing team of 14 engineers. Why Join? Up to £50,000 salary – Rewarding experience & expertise Established MSP – Work with leading tech vendors & solutions Autonomy & leadership – Drive the success of a high-performing team Career development – Ongoing training & certifications supported Great culture – Collaborative, customer-focused, and ambitious Your Role As Service Desk Manager, you will be the driving force behind the IT support team, ensuring smooth operations, maintaining high service levels, and continuously improving processes. Your role will involve: Leading & mentoring a team of 14 engineers, fostering a positive and high-performance culture Overseeing service desk operations, ensuring efficient ticket resolution within SLAs Driving customer satisfaction, acting as an escalation point and ensuring best-in-class service Implementing ITIL best practices, streamlining workflows & optimising service delivery Collaborating with internal teams and external vendors for seamless IT operations Monitoring performance metrics, identifying areas for improvement, and making data-driven decisions What We’re Looking For Proven experience as a Service Desk Manager or in a Senior IT Support leadership role Strong technical knowledge of IT support, including Microsoft 365, Intune, Azure AD & networking ITIL knowledge (certifications desirable) A natural leader & mentor, passionate about people development Problem-solving mindset with a customer-first approach If you’re an experienced IT leader ready to make an impact, we want to hear from you Apply now and take the next step in your career. Recruiter: Callum Thompson