https://jobs.co.uk/job/service-desk-manager-proactive-appointments--cd2f0eda-484c-4221-be0e-27b50a8817a9 RSS feed for Service Desk Manager at Proactive Appointments. en-gb Tue, 29 Sep 2026 14:01:27 GMT https://jobs.co.uk/job/service-desk-manager-proactive-appointments--cd2f0eda-484c-4221-be0e-27b50a8817a9 https://jobs.co.uk/job/service-desk-manager-proactive-appointments--cd2f0eda-484c-4221-be0e-27b50a8817a9 Tue, 29 Sep 2026 11:53:00 GMT Location: Walton-on-thames | Salary: 50000.00-50000.00 Annual | Type: Permanent | Service Desk Manager We are looking for an experienced Service Desk Manager to lead and develop a busy Managed Service Provider (MSP) Service Desk.You''ll manage a team of 6-8 Service Desk Engineers, ensuring high-quality IT support, strong customer service, SLA/KPI performance and continual service improvement. Key Responsibilities Lead, coach and develop a team of Service Desk EngineersManage day-to-day Service Desk operations, workload and resource planningMonitor KPIs, SLAs and customer satisfactionAct as the escalation point for technical and customer issuesEnsure high standards of ticket quality, documentation and ITIL practicesDrive service improvement, efficiency and first-time fix ratesProduce service performance reports for senior managementWork closely with technical and account management teamsSupport a positive, collaborative and customer-focused culture About You 3+ years'' experience managing an IT Service Desk within an MSPExperience managing a team of 6-8 engineersStrong knowledge of ITIL, SLAs, KPIs and service managementExperience handling escalations and major incidentsGood knowledge of Microsoft 365, Entra ID, Azure, Intune and MDMGood networking fundamentals... Permanent