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Senior Service Desk Manager
Job Posted: 3 days ago
Salary: £ 55,000 - 65,000 / Annum
Job Type: Permanent
Location: Bristol, City of Bristol
Expire in: 25 days
Job Description
Senior Service Desk Manager – Microsoft Partner (Up to £65K DOE)
My client is a fast-growing, Microsoft services partner delivering outstanding cloud, infrastructure, and managed services across enterprise and SMB markets. They are committed to operational excellence and delivering world-class customer experiences.
Role Overview
As the Senior Service Desk Manager, you will lead the entire support function, ensuring high-quality service delivery across 1st, 2nd, and 3rd lines. You’ll provide strategic leadership, shape customer service standards, and act as the senior escalation point for complex issues.
Key Responsibilities
* Oversee day-to-day operations of the Service Desk, ensuring consistent SLA adherence and outstanding customer experience
* Design and implement ITIL‐aligned processes, policies, and workflows to support scalable service delivery
* Act as the primary 3rd‑line escalation point, particularly for complex or technical incidents
* Mentor and develop your team, fostering a culture of collaboration and continuous improvement
* Work with Infrastructure, Security, and Project teams to streamline coordination and issue resolution
* Own reporting dashboards and KPIs, driving service performance and highlighting areas for improvement
* Drive automation initiatives using tools such as PowerShell and Power Automate to increase efficiency
* Support recruitment, onboarding, and staff planning for the Service Desk function
* Engage with executive and client stakeholders, representing the service desk and maintaining client confidence
Experience & Skills
* Minimum 6+ years in technical support, including significant 3rd‑line experience in an MSP environment
* At least 5 years in a leadership role, within a MSP (this is essential for this role)
* Solid experience with Microsoft tech stack: Windows Server, Active Directory, Azure (Entra ID), Microsoft 365, Intune, Autopilot
* Familiarity with networking fundamentals—firewalls, VPNs, VLANs, routing
* Proven track record managing service desk platforms
* Strong knowledge of ITIL practices, support operations, and service improvement strategies
* Excellent verbal and written communication skills; comfortable engaging with technical and senior stakeholders
* Comfortable interpreting and reporting on performance data and SLAs to guide decision-making
Why Join?
* Competitive salary up to £65K DOE
* Opportunity to shape and lead a critical service function within a Microsoft Partner environment
* Collaborative culture, with investment in professional development and certifications
* Clear progression path and real influence over customer outcomes and technical delivery
* Private Health Care
* Flexible & Hybrid working (2 days WFH per week)
* Enhanced pension
* Regular company social events
If you’re interested in this opportunity, please send across your CV for immediate consideration.
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