Service Desk Manager

£42000 - £52000 Per Annum

Service Desk Manager | Nr Guildford | up to circa £50,000

Jonothan Bosworth Recruitment Specialists are currently seeking a Service Desk Manager for what is a key client; a managed cloud, infrastructure and IT consultancy provider based in Surrey.

The role will require you be based in the HQ location, looking after 2 [remote] teams (circa 8 -12 people).

++ Strong people skills – with the ability to uplift and enable others with a methodical approach is vital ++


As Service Desk Manager you will report to the Operations Manager, working both in a customer facing, as well as internal delivery focussed role.


If you have experience of  leading a team of Service Desk Engineers representing ‘IT as a service’ (ITaaS), and are able to offer direction for support staff, both on and off-site, within the managed services portfolio, we’d like to hear from you.

Defining the strategy, creating a plan and leading the change to support the development of our clients’ 1st and 2nd Line Support Teams, whilst providing team leadership, staffing mentorship and sound governance is important.

If you are able to manage and maintain Service Desk staff rotations, ensuring coverage across multiple shifts; help teams improve theirfirst-time fix rate – and produce and develop performance development plans for the Service Desk resources, whilst acting as the point of escalation for customer incidents and requests reported, we’d like to hear from you today.

Service Desk Managers continually focussed on maintaining an ongoing understanding of the interdependencies that Problem, Change and Configuration Management processes have on good Incident and Service Request Management, and who promote behaviours that resolve incidents during first calls where possible – whilst being acutely aware of the customer needs and the contractual service support and delivery entitlements, will likely receive an immediate interview request.


Updating, communicating and escalating tickets, accordingly, adhering to SLAs/KPIs & inspiring confidence when working with senior management, both on the phone and face to face and providing mentorship of peers and junior staff is pivotal to success in this role.

Ensuring requests are managed end to end from initial request through to completion and handover, and the regular assessment of support team staff – whilst ensuring SLAs are managed and met by the Service Desk where accountable, is important.


MSP experience in Service Desk Management & Delivery in an SLA-based environment.

Helpdesk and ITSM systems experience.

ITIL qualification or related experience is vital. Service Desk Management certification is desirable.

Ensuring all company policies and ISO20000 policies relating to Service Desk activities are followed is also important.

ISO audit preparation activities such as 27001 and 9001 and experience with enterprise monitoring solutions (i.e. Nimsoft, SolarWinds, Tivoli Enterprise Manager) would be highly desirable.


This fantastic job opportunity is based in Surrey, Nr Guildford in our clients’ head office, however, travel to customer site locations may be required on rare occasion.

Individuals with some managerial experience, leading small to medium sized teams consisting of Service Desk Analysts and Engineers, with a demonstrable understanding and experience of IT End User, Infrastructure & Cloud support services delivered in an SLA based environment, with previous experience of ITSM Helpdesk systems should apply TODAY.

Any experience in a commercial IT Solutions provider or Managed Services environment, coupled with awareness of other ISO quality standards such as ISO27001 & 9001, and security best practice awareness will be highly sought after.

Please contact the team at Jonothan Bosworth for more details