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Service Desk Manager

https://millgate.co.uk/

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Location:
United Kingdom

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Category:
IT - Administration

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Contract Type:
Employment contract

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Salary:

Not provided
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Job Description:

The Service Desk Manager is responsible for the overall leadership, performance, and continuous improvement of Millgate’s Service Desk function. The role ensures high-quality, consistent delivery of managed IT services, adherence to SLAs, and exceptional client experience.

Job Responsibility:

  • Lead, develop, and mentor Service Desk Engineers across all levels
  • Conduct regular one-to-ones, performance reviews, and development planning
  • Set and enforce expectations for ticket quality, communication standards, professional conduct, documentation discipline
  • Foster a high-performance, accountable, and collaborative culture
  • Support succession planning and team growth
  • Own end-to-end delivery of Service Desk operations
  • Ensure tickets are prioritised, assigned, and managed effectively in line with SLAs
  • Maintain adherence to ticket management standards, escalation procedures, communication expectations
  • Act as senior escalation point for high-priority incidents and client issues
  • Provide advice and technical expertise in sale of new products/services
  • Promote current and future proof security and backup practices
  • Drive consistency across Service Desk processes and workflows
  • Monitor KPIs and SLAs
  • Track and report on response/resolution times, ticket volumes, SLA performance
  • Identify trends and risks
  • Drive corrective actions
  • Take ownership of major incidents
  • Lead post-incident reviews and root cause analysis
  • Implement preventative measures
  • Refine escalation paths
  • Build and maintain strong client relationships
  • Work with Account Management and Services Sales teams
  • Drive continuous improvement initiatives
  • Document, standardise and audit processes
  • Support automation and tooling improvements
  • Collaborate with Professional Services, Technical teams, Sales and Account Management
  • Support onboarding of new clients into managed services

Requirements:

  • Proven experience in a Service Desk Manager or similar leadership role within an MSP environment
  • Strong knowledge of: Microsoft 365 / Azure environments, Networking fundamentals, Service Desk tooling (e.g. PSA, RMM systems)
  • Demonstrated experience: Leading and developing technical teams, Managing high-pressure incidents and escalations, Driving SLA/KPI performance

Nice to have:

  • Experience scaling service desk operations
  • Knowledge of automation, AI or Copilot within service environments
  • Experience contributing to service design and commercial alignment

Additional Information:

Job Posted:
May 16, 2026

Expiration:
June 13, 2026

Employment Type:
Fulltime
Work Type:
On-site work
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https://millgate.co.uk/ - All Job Offers
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