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

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