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Service Desk Manager
Micro Pro Ltd
- Pirbright, England, United Kingdom
- Pirbright, England, United Kingdom
Über
Micro Pro is a boutique Managed Service Provider supporting ambitious, growing businesses. We’re not a volume MSP. We focus on high-quality, responsive support, strong relationships, and doing things properly without unnecessary process.
Our clients rely on us to take ownership of their IT, keep things running properly and securely, and provide the structure and support they need to grow.
*THE ROLE*
We’re looking for a Service Desk Manager to take ownership of our service desk and improve how it operates.
This isn’t a “keep things ticking over” role. It’s for someone who wants to take control, introduce structure, and build a service desk that performs at a high level.
You’ll be expected to take control of the desk, set clear standards, and hold the team accountable.
This is not a hands-on ticket role. Your focus is on control, structure, and performance.
*WHAT YOU’LL BE RESPONSIBLE FOR*
* Owning the service desk and ensuring all work is progressing
* Running a structured, well-controlled ticket flow
* Leading and developing a small team of service desk engineers
* Setting clear standards for communication and ownership
* Acting as the first escalation point for clients
* Building strong, trusted client relationships
* Improving documentation, processes, and consistency
* Using time and ticket data to spot trends and issues
* Ensuring work stays within scope and is correctly categorised
* Working closely with operations to support accurate billing
* Identifying inefficiencies, risks, and improvement opportunities
*WHAT MAKES THIS ROLE DIFFERENT*
Most SDM roles focus on managing tickets. This one is about building a service desk that runs well, feels organised, and delivers consistently.
You’ll be expected to:
* Fix things that don’t work
* Introduce structure where it’s missing
* Reduce unnecessary noise and repeat issues
* Help the team perform at a higher level
* Protect time for improvement, not just firefighting
*TEAM LEADERSHIP*
You’ll be leading a small, experienced team. We’re looking for someone who can:
* Set clear expectations
* Hold standards consistently
* Give direct, constructive feedback
* Support and develop individuals
* Create an environment where people improve over time
This role is as much about supporting the team as it is delivering for clients.
*CLIENT RELATIONSHIPS*
You’ll play a key role in how our clients experience Micro Pro.
You will:
* Act as the first escalation point when something isn’t right
* Build strong working relationships with key client contacts
* Understand how each client operates and what matters to them
* Step in, take ownership, and resolve issues when needed
Clients should know who you are, trust you, and rely on you when it matters.
*WHAT WE’RE LOOKING FOR*
You Are:
* Comfortable taking ownership and making decisions
* Organised and able to bring structure to a busy environment
* Calm under pressure
* Clear and direct in how you communicate
* Focused on improving things, not maintaining the status quo
You Enjoy:
* Fixing messy or inconsistent ways of working
* Helping people perform better
* Building strong relationships with clients and colleagues
* Turning problems into improvements
* Creating clarity and structure
You’re Not:
* Passive or hesitant to take control
* Avoidant of difficult conversations
* Someone who just manages tickets
* Someone who needs constant direction
EXPERIENCE
* Experience working in an MSP or IT service environment is essential
* Experience being responsible for or leading a service desk or support team
* Strong understanding of service desk operations
Nice to have:
* Awareness of ITIL or structured service management, applied practically
*WORKING ENVIRONMENT*
This is an office-based role in Woking, Surrey, working closely with the service desk team. You’ll be embedded with engineers, actively involved in day-to-day operations, and able to guide and support in real time.
*WHAT SUCCESS LOOKS LIKE*
Within 3–6 Months:
* The service desk feels more controlled and consistent
* Tickets move clearly and predictably
* Communication improves across the team
* You have clear visibility of performance and workload
Within 12 Months:
* The service desk is structured, documented, and scalable
* Processes are clear and consistently followed
* Clients experience a reliable, high-quality service
* The function is less dependent on individuals
*GROWTH OPPORTUNITY*
This role is designed to grow with the business. You’ll be building a function that you can step up from over time as the service desk matures.
*WHY JOIN MICRO PRO*
* Small, capable team
* Real ownership and influence
* Opportunity to shape how things are done
* No unnecessary layers or bureaucracy
* A business that values doing things properly
*HOW TO APPLY*
Apply via Indeed with your CV and a short note.
Tell us why this role appeals to you and give an example of where you’ve improved a messy or underperforming service desk or team.
We’re more interested in how you think than a polished cover letter.
We’re not looking for someone to maintain what’s already here.
We’re looking for someone who will take ownership, improve how we operate, and build a service desk that works properly for both the team and our clients.
Job Type: Permanent
Pay: £50,000.00-£60,000.00 per year
Benefits:
* On-site parking
Experience:
* Managed IT Service Provider: 2 years (preferred)
Work authorisation:
* United Kingdom (required)
Work Location: In person
Sprachkenntnisse
- English
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