Dieses Stellenangebot ist nicht mehr verfügbar
Service Desk Manager [MSP]
Tela Technology
- London, England, United Kingdom
- London, England, United Kingdom
Über
Tela Technology are one of the UK’s largest independently owned communication solutions providers, delivering a range of telephony and IT products and services, UK wide.
Our customer-first approach is at the heart of who we are and what we do. We place great emphasis on the relationships we build with our 4,000+ UK-wide customers, ensuring we deliver products and services which will provide genuine benefit to them, their business, and their teams.
At Tela we believe in autonomous working, placing trust in our people to carry out their role to the best of their ability, for the benefit of Tela and our customers.
*The Role:*
We’re looking for an experienced Service Desk Manager to lead and evolve our MSP support function.
You’ll take ownership of service performance, customer experience, and team leadership—ensuring our Service Desk operates efficiently, consistently meets SLAs, and delivers exceptional service to our customers.
This role is ideal for someone who thrives in a fast-paced MSP environment and wants to play a key role in shaping how support is delivered at scale.
· *Service Delivery & Performance*
* Own and drive SLA performance across the Service Desk
* Oversee the full ticket lifecycle, ensuring quality, accuracy, and timely resolution
* Monitor service metrics (SLA, ticket quality, customer feedback, NPS) and drive continuous improvement
* Act as the senior escalation point for complex customer issues
· *Customer Experience*
* Champion a customer-first culture across the team
* Ensure clear, proactive communication throughout the ticket lifecycle
* Continuously improve customer satisfaction and service consistency
· *Leadership & Team Development*
* Lead and develop Service Desk Team Leaders across multiple locations
* Conduct regular 1:1s, performance reviews, and skills development planning
* Drive team engagement, morale, and performance through coaching and incentives
* Support recruitment, onboarding, and team growth
· *Process & Continuous Improvement*
* Review and enhance Service Desk processes, implementing best practice and more efficient ways of working
* Ensure all procedures are documented, understood, and consistently followed
* Maintain compliance with key standards including ISO 27001
*What We’re Looking For:*
We’re looking for someone with proven experience of managing a Service Desk within a Managed Service Provider (MSP). The successful candidate will be someone who leads from the front, and will need to:
* Have a strong understanding of SLA-driven environments and ticket management systems (we use Freshservice, but this isn’t a pre requisite)
* A customer-first mindset with a focus on service excellence is critical; the successful candidate must be aligned with Tela’s values
* Experience leading teams across multiple locations; you will have people in London, Hampton, Bromsgrove. Glasgow and Aberdeen
* Excellent communication, leadership, and stakeholder management skills
We have the option for the successful candidate to be based in either London or the Midlands, coming in to our London Bridge or Hampton in Arden office. A degree of travel will be required.
*Why join Tela?*
Tela are a customer-first business, this individual needs to align with our values. This role will be challenging.
It needs someone who wants to and enjoys leading from the front and who wants to be part of a business undergoing real transformation.
You will have the opportunity to work alongside and be part of our IT senior management team; leading, influencing and making real change.
Job Types: Full-time, Permanent
Ability to commute/relocate:
* London SE1: reliably commute or plan to relocate before starting work (required)
Experience:
* [MSP] Service Desk Management: 3 years (required)
Work authorisation:
* United Kingdom (required)
Work Location: In person
Sprachkenntnisse
- English
Hinweis für Nutzer
Dieses Stellenangebot wurde von einem unserer Partner veröffentlicht. Sie können das Originalangebot einsehen hier.