Service Desk Manager – MSP

Location: Cardiff (Hybrid) Salary: Competitive Employment Type: Full-time, Permanent
This is a fantastic opportunity for you, a Service Desk Manager to join a well-established Managed Service Provider based in Cardiff that is looking to appoint an experienced Service Desk Manager to lead their technical support function. This is a key leadership role within a growing MSP environment, offering the chance to shape service delivery, develop a high-performing team, and drive continual improvement across the operation.
If you’re an experienced Service Desk Manager who thrives in a fast-paced MSP setting and enjoys balancing people leadership with hands-on operational oversight, this role will suit you perfectly.
Key Responsibilities*Lead, mentor, and develop a team of 1st–3rd line engineers
*Oversee daily Service Desk operations, ensuring SLAs and KPIs are consistently achieved
*Act as the senior escalation point for technical and customer issues
*Drive continual service improvement across processes, tooling, and customer experience
*Manage resource planning, shift patterns, and workload distribution
*Produce 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
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
*Ability to remain calm, structured, and solutions-focused 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*Opportunity to 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, I’d love to discuss this opportunity with you. Please apply with your CV today.