Hiring Now: Service Desk Manager – MSP Near You – Apply Today!

Your Next Service Desk Manager – MSP Job Starts Here – Apply Now!

Service Desk Manager – MSP

Job Posted: 4 days ago

Salary: £ 45,000 - 46,000 / Annum
Job Type: Permanent
Location: Cardiff, South Glamorgan

Expire in: 24 days

Job Description

Service Desk Manager – MSP

Location: Nr Cardiff (Hybrid)
Salary: £46,000

This is an excellent opportunity for an experienced Service Desk Manager to join a well‑established Managed Service Provider nr Cardiff. You’ll lead a high‑performing technical support team, shape service delivery, and drive continuous improvement across the operation.

If you thrive in a fast‑paced MSP environment and enjoy balancing people leadership with hands‑on operational oversight, this role will suit you perfectly.

Key Responsibilities

  * Lead, mentor, and develop a team of 1st– 2nd line engineers

  * Oversee day‑to‑day Service Desk operations, ensuring SLAs and KPIs are consistently achieved

  * Act as the senior escalation point for technical and customer issues

  * Manage resource planning, shift patterns, and workload distribution

  * Produce clear, data‑driven service performance reports for internal stakeholders and clients

  * Support incident, problem, and change management in line with ITIL best practice

  * Assist with onboarding new customers and services into the MSP environment

Service Experience & Continuous Improvement

  * Own and enhance the end‑to‑end service experience, ensuring service quality remains consistently high

  * Gather, analyse, and act on customer feedback, service data, and performance insights

  * Identify trends, bottlenecks, and improvement opportunities across processes, tooling, and customer touchpoints

  * Work collaboratively with technical teams and leadership to optimise the service offering and maximise customer satisfaction

  * Champion a culture of continuous improvement, ensuring the Service Desk evolves in line with business and customer needs

What You’ll Bring

  * Proven experience managing a Service Desk or technical support team within an MSP

  * Strong understanding of ITIL principles (ITIL Foundation desirable)

  * Excellent leadership, coaching, and team‑development skills

  * Calm, structured, and solutions‑focused approach under pressure

  * Strong communication and customer‑relationship skills

  * Experience with modern ITSM platforms (Halo, ServiceNow, Freshservice, Autotask, etc.)

  * Solid technical grounding across Microsoft 365, Azure, networking, and general infrastructure

Why This Role Stands Out

  * Join a respected MSP with a strong growth trajectory

  * Supportive leadership team and a culture that values continuous improvement

  * Hybrid working model

  * Investment in training, certifications, and long‑term career development

  * Modern tech stack and a forward‑thinking approach to service delivery

If you’re an experienced Service Desk Manager looking for your next challenge within a dynamic MSP environment, we’d love to hear from you. Apply with your CV today

Before You Apply

Do not include the following in your job application, CV, or cover letter:

Bank details.
National Insurance number.
Date of birth.

You should not be asked for payment or irrelevant information. If you have concerns about a job advert or employer, seek guidance on how to proceed.

Looking for your next career move? Join a top company hiring Service Desk Manager – MSP job near me in Cardiff, South Glamorgan! This is your chance to work on exciting projects, grow professionally, and enjoy a rewarding career with competitive pay and excellent benefits. Whether you're an experienced professional or looking to take the next step, this role offers the perfect opportunity to enhance your skills and make an impact. Don’t miss out—apply today via Vita CV and take your career to the next level!