Job Title

Are you a Service Desk leader ready to make your mark in a rapidly scaling MSP with bold ambitions? This is your opportunity to step into a transformational leadership roleshaping process, culture, and performance across a fast-paced IT support operation.Below covers everything you need to know about what this opportunity entails, as well as what is expected from applicants. The RoleThis is more than just a management role. Youll take ownership of a growing service desk team, currently 15 strong, supporting 500600 clients across three office locations. You'll be pivotal in scaling, refining, and evolving service delivery standards while embedding a performance-led culture across the desk.Youll report into the senior leadership team, work directly with the board and company owners, and collaborate closely with HR to shape the future of IT support across the business. ResponsibilitiesDrive performance, KPIs, and SLA compliance through effective leadership and accountabilityManage, mentor, and develop a high-performing team of Service Desk EngineersLead initiatives to improve ticket allocation, response times, and first-time fix ratesBuild out and enhance the ConnectWise PSA system for improved tracking and reportingOwn the Starters & Leavers process and other operational responsibilitiesCommute between Maidenhead and Hemel Hempstead offices to stay close to the team and clientsPresent to the board and represent service desk performance at the leadership level Your BackgroundProven experience leading a Service Desk in either an MSP or Enterprise EnvironmentStrong understanding of ITIL principles and managed service deliveryExperienced in transforming teams and raising standardsAnalytical mindset for managing reports, KPIs, and ticket trendsPractical knowledge of ConnectWise PSA is highly desirable The SellJoin a fast-growing MSP thats gone from 10M to 25M in 2 yearsHuge opportunity to shape the direction and culture of the service deskBe a key voice in strategy and transformationWork closely with leadership, with the autonomy to truly own the roleCompetitive salary of 60,000 per annum