NRG. Newcastle Upon Tyne, England, United Kingdom
Help Desk Manager
We are proud to be working with a progressive and rapidly growing Managed Service Provider (MSP) in their search for a Service Desk Manager. This is your chance to drive innovation, lead a high-performing team, and shape the future of IT service delivery in a fast-paced, tech-driven environment.
So what is it about this role that is so good? Well:
* Leadership Impact: Take full ownership of a dynamic team across IT and Telecoms, guiding their development and ensuring efficient issue resolution. This is an opportunity to make a tangible difference, building a high-performing service desk where your leadership will directly influence the company’s success.
* Career Progression: Unlock significant growth opportunities in a business that invests in your development. This role provides a clear pathway to senior leadership, offering mentorship, training, and the ability to shape your career as the company continues to expand.
* Cutting-Edge Environment: Work with advanced service management tools and industry-leading technology in a forward-thinking MSP. You will be at the forefront of technical innovation while leading critical projects that improve service delivery and operational efficiency.
Your Key Responsibilities:
* Lead, mentor, and develop a team of service desk technicians, fostering a culture of growth and continuous improvement.
* Oversee the daily operations of the service desk, ensuring rapid, effective issue resolution and outstanding customer service.
* Monitor and optimise performance against SLAs and key service metrics, ensuring the team meets and exceeds targets.
For this role you should have:
* Proven experience leading service desk teams within an MSP environment, with a track record of improving performance and team development.
* Strong knowledge of ITIL frameworks and best practices in service delivery.
* Hands-on expertise with service platforms.
* Solid understanding of IT infrastructure.
* Exceptional leadership, communication, and problem-solving skills, with the ability to inspire and drive a team toward success.
To stand out from the crowd you should have:
* ITIL certification or equivalent qualifications.
* Experience driving operational change and continuous improvement.
Why Join This MSP?
* Be part of a high-growth company where your leadership will directly shape the future of the business.
* A supportive and collaborative culture that values innovation and empowers people to excel.
* Clear, structured career progression opportunities - this role is a stepping stone to senior leadership and beyond.
If you’re passionate about leading teams, delivering exceptional service, and driving operational excellence in the MSP space then we want to hear from you.
Apply now and take the next step in your IT leadership journey.
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Management and Information Technology
Industries
IT Services and IT Consulting
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