Service Desk Manager

Job Description
Title: Service Desk Manager
Location: Office-based - West Glamorgan
Salary: Circa £40,000 to £50,000 depending on experience + pension
Permanent Position – Office-Based
Start Date: ASAP.

As a trusted Managed IT Provider, we pride ourselves on delivering exceptional service to businesses across the region. You'll be at the forefront of IT innovation, managing a skilled team, supporting a diverse client base, and driving continuous improvement to maintain our reputation for excellence.

• Hands-on experience with MSP RMM tools.
• Proficiency in Office 365 (Exchange Online, SharePoint, OneDrive).
• Strong understanding of N etworking Concepts: TCP/IP, firewalls, VLAN and troubleshooting.
• Expertise in Windows Server OS, Active Directory, Terminal Server, Hyper-V, Azure/Entra ID, Intune and MDM.
• PowerShell scripting experience for process automation and troubleshooting.
• Experience with Hosted VoIP systems and related applications.

Leadership & Communication

• Proven ability to lead, mentor, and motivate teams to achieve exceptional results.

• Excellent communicator with the skill to translate complex technical concepts into clear, client-friendly language.

Customer Focus

• Strong record of delivering outstanding customer service and maintaining high client satisfaction.

• Experienced in managing client expectations through transparent, proactive communication.

• Skilled at gathering and acting on client feedback to enhance service quality and performance.

• Adept at aligning IT solutions with business goals to deliver measurable value.

What Sets You Apart

• Passionate about innovation and keeping ahead of evolving IT trends.

• Proactive problem-solver committed to continuous improvement and operational excellence.

• Thrives in dynamic, client-focused environments.

• Quick to learn and adapt to new technologies.

What We Offer

• The opportunity to lead and shape the Service Desk function within a growing IT services organisation.

• A collaborative and supportive team culture.

• Exposure to a wide range of IT systems, clients, and technologies.

• A positive workplace where your input and ideas are genuinely valued.

• The chance to make a meaningful impact by delivering solutions that drive client success.
  
  About Our Client
  Our client is committed to providing enterprise-level solutions to fast-growing small businesses. Their success is built on hiring exceptional candidates who are passionate about IT and eager to learn from each other.
  
  Join our client's team and be part of a group that is passionate about technology and dedicated to helping clients achieve excellence in their industries. Apply now to take the next step in your career! Email your CV to rmitchell@itecopeople.co.uk
  
  Services advertised are those of an Employment Agency.