Service Desk Manager

3 weeks ago

Solihull, United Kingdom Chapman Tate Associates Full time
Job Title: Service Desk Manager

ChapmanTate Associates is partnering with a well-established Managed Service Provider (MSP) to recruit a talented and dynamic Service Desk Manager. In this role, you will lead a team of 20-25 engineers across 1st, 2nd, and 3rd line support while also remaining hands-on with technical duties, particularly in Azure, Microsoft Servers, and SQL Databases.

Key Responsibilities:
  • Manage the day-to-day operations of the service desk team, ensuring efficient service delivery and meeting SLAs.
  • Lead, mentor, and develop a team of 1st to 3rd line engineers, ensuring they provide top-quality support and technical solutions.
  • Hands-on technical support and management of cloud and on-premises infrastructure, particularly in Azure, Windows Server environments, and SQL Databases.
  • Troubleshoot and resolve escalated issues from the team and clients.
  • Oversee the implementation of system updates, maintenance, and optimising performance across various IT systems.
  • Collaborate with key clients to assess their needs and provide tailored technical solutions.
  • Ensure system security, backups, and disaster recovery processes are in place and operating effectively.
Requirements:
  • Proven experience in a service desk management role, ideally in an MSP environment, with the ability to lead and motivate a large team of engineers.
  • Hands-on technical expertise in Microsoft Azure, Windows Server environments, and SQL databases.
  • Excellent communication and leadership skills, capable of guiding and developing a team across different technical levels.
  • Ability to balance managerial responsibilities with hands-on technical duties, providing support where necessary.
  • Experience with networking, IT infrastructure, and system integration.
  • A customer-centric approach, with strong interpersonal skills to work effectively with clients and stakeholders.
What We Offer:
  • Competitive salary up to £58,000.
  • A leadership role in a growing and innovative MSP, with the chance to shape and develop the service desk function.
  • Opportunities for career progression and ongoing professional development.
  • A friendly, collaborative working environment that values teamwork and initiative.

If you are an experienced Service Desk Manager who thrives in a hands-on role and has a passion for leading technical teams, this is the perfect next step for you.

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