Technical Service Desk Manager

We are working with a fast-growing Managed Service Provider seeking a Technical Service Desk Manager to lead and develop their service desk function. This is a hands-on leadership role suited to someone with a strong technical background who has progressed through service desk or support roles and is now ready to step into or grow within management.The ideal candidate could be an experienced Service Desk Team Leader looking to take the next step into a full management position, or an established Service Desk Manager with a technical MSP background.The RoleAs Technical Service Desk Manager, you will be responsible for leading the day-to-day operations of the service desk, ensuring high-quality technical support delivery to customers and driving continuous improvement across processes, performance, and customer experience.You will remain close to the technical detail while also taking ownership of team leadership, escalation management, and service performance.Key responsibilities include:Leading and developing the service desk team in a fast-paced MSP environmentEnsuring efficient handling of incidents, requests, and escalationsActing as an escalation point for complex technical issuesMonitoring SLA performance and driving service improvementCoaching and mentoring engineers and team leadersSupporting process improvement and service maturity initiativesWorking closely with wider technical teams including infrastructure, cloud, and projectsContributing to reporting, KPI ..... full job details .....