We’re hiring a senior MSP Support Manager to lead our service desk across all ICT Services managed services customers and group companies. Reporting to the Technical Lead, you’ll own service delivery, team performance, resource utilisation and customer satisfaction across our MSP portfolio. This is a leadership role with real commercial responsibility. You’ll set culture, drive outcomes, develop your people and act as the senior escalation point for our customers.
What You’ll Do
Lead day-to-day MSP service desk operations across all customers
Own utilisation, billability and charge-out rate targets
Act as senior escalation point for all customer issues
Manage RMM platform, SLA compliance and scheduled maintenance
Drive KPIs and cascade objectives through the team
Build and deepen client relationships across the portfolio
Lead, coach and develop a team of IT support professionals
Own performance reviews, training programmes and career development
Support the Sales Manager on business development opportunities
Report performance and insights to C-level leadership
What We Need
Proven MSP service desk or operations management experience — essential
Commercial awareness — utilisation, charge-out rates, billability
Strong people leadership and team development track record
ITIL knowledge and familiarity with RMM/PSA tools
Experience reporting to C-level stakeholders
Technical qualification to degree level or equivalent
Apply online
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