Service Desk ManagerTotal IT Technology Solutions Ltd • Bedford, England, United Kingdom
Service Desk Manager
Total IT Technology Solutions Ltd
- Bedford, England, United Kingdom
- Bedford, England, United Kingdom
Über
Total IT is an award-winning technology services and systems integration business founded in 2006, with offices in Bedford, London, and Dubai. We operate at the intersection of IT, cyber security, networks, and smart building technology, supporting some of the largest and most complex commercial buildings in the United Kingdom, alongside a growing portfolio of international clients.
Our clients rely on us to support business‑critical environments where service quality, reliability, and professionalism are non‑negotiable. As we continue to grow across the UK and internationally, having a high‑performing, well‑led service desk is central to delivering an excellent customer experience.
This role sits at the heart of our operations leading the service desk function, ensuring consistent service delivery, driving continuous improvement, and acting as a key point of contact between customers, engineers, and the wider business.
Description
Total IT is seeking a commercially aware, hands‑on Service Desk Manager to take ownership of our service desk operations, people, processes, and performance.
This is a key leadership role responsible for improving the consistency, quality, and efficiency of service delivery across the business. The successful candidate will lead day‑to‑day service desk operations, take ownership of Halo PSA (our ticketing and professional services platform) from a service delivery perspective, strengthen incident, request, and escalation management, and ensure SLAs and customer expectations are consistently met.
The role will inherit an existing service desk structure comprising 3 tiers of service desk engineers with varying experience levels, alongside established processes that require further standardisation and maturity. With ongoing business growth and increasing customer demands, there is a clear opportunity to reshape how the service desk operates and scales.
A core part of this role will be to establish strong operational control, reduce dependency on informal or inconsistent ways of working, improve processes and performance management, and build a resilient, scalable service desk function that delivers a reliable, professional customer experience.
Objective:
* Manage Daily Operations of the Service Desk
* Coach the Service Team
* Manage the daily huddles and entice issues out of the team
* Manage incidents and requests, ensuring they are resolved effectively and efficiently against service level agreements.
* Manage ticket queue levels and ticket prioritisation
* Manage the workload of all Service teams
Key Responsibilities:
* Manage Daily Operations: Oversee the daily operations of the service desk, ensuring efficient and effective resolution of incidents and requests against service level agreements
* Team Coaching and Management: Coach the service team, manage daily huddles, and entice issues out of the team. Assist in the recruitment and development of the team, mentor, coach, and assist engineers.
* Incident and Escalation Management: Manage P1 incidents and root cause analysis, ensure defined incident management processes and procedures are adhered to, and act as an escalation point for client complaints
* Continuous Improvement: Implement a framework of continuous assessment and improvement to ensure increases in first-time fix rate
* Client Relationship Management: Maintain client/service documentation, liaise with the executive management team, and report on SLA/KPI statistics
* Performance Reviews and Feedback: Conduct effective performance reviews, provide feedback, and approve team-only service expenses and overtime
* Organise Rotas and Attendance: Organise rotas, on-call plans, time & attendance.
Systems & Tools
You will work confidently across:
* Halo PSA – contract records, CRM activity, renewals
Accuracy across systems is critical to the success of this role.
Authority & Decision-Making
* You are expected to own problems, investigate root causes, and propose fixes
Skills & Experience
Skill Requirements:
* Strong IT background.
* An excellent understanding of the Service Desk environment.
* Strong focus on customer service.
* Strong people management/leadership skills.
* Strong communication skills, proven ability to resolve problems.
* Team player, able to demonstrate a ‘lead from the front mentality.
* Attention to detail.
* Professional and smart image.
* Able to work under pressure and manage time effectively.
Desirable experience
* Experience using Halo PSA or similar PSA platforms (Autotask, ConnectWise, etc.)
* Experience in an MSP, technology, or service-led business
Personal attributes
* Strong ownership and accountability
* Commercially aware and operationally focused
* Confident in driving change and improving processes
* Organised, proactive, and detail-oriented
* Calm under pressure with a structured approach
* High standards with strong follow-through
The Ideal Candidate
You are organised, reliable, and take pride in delivering excellent service. You enjoy ownership, value clear processes, and understand the importance of a well‑run service desk. You communicate clearly, spot issues early, and keep service delivery on track.
Why join Total IT
This is an opportunity to take ownership of a critical function within a growing technology business. You will work closely with the CEO and senior leadership, have a direct impact on financial performance and control, and play a key role in strengthening the foundations of the business as it continues to grow.
Team
Direct reports:
14
Total team size
48
Location:
Bedford, Bedfordshire
Client location:
International and National customer base but the majority are based in and around London.
Day to day
Communication:
Service Team
Travel
From a day-to-day perspective, this role will require you to
commute to/from our head office where the role will be based however scheduled visits to our London Office.
Company benefits:
28 Days annual leave plus 1 day, 2 weeks either side of your Birthday
Great working environment within a friendly team
Private healthcare including 24-hour GP access
Mental health & wellbeing programmes
Audio, optical & dental cover
Up to 10 days of relevant training per year
A tailored professional and personal development plan
High performance computers for all employees
Friendly, supportive, and professional working environment
Interview Process:
Stage 1: Telephone screening (10–15 minutes)
Stage 2: Teams or in-person interview with our HR Manager
Stage 3: Face-to-face interview with HR Manager and our CEO
Stage 4: Offer discussion with HR Manager
Final Stage: Offer letter and agreed start date — welcome to Total IT
Why work at Total IT
A team survey described Total IT as having “great people” and “an atmosphere that makes you want to come into work each day.”
Joining us in this role, you can expect to be trusted, supported, and given the opportunity to grow as the business expands.
Pay: £40,000.00-£45,000.00 per year
Benefits:
* Additional leave
* Company events
* Health & wellbeing programme
* On-site parking
* Private dental insurance
* Private medical insurance
* Referral programme
Application question(s):
* What experience do you have managing a service desk in an MSP or service‑led IT environment?
* Describe your experience leading and developing service desk or support teams.
* Have you worked with Halo PSA or a similar ticketing/PSA system?
* Are you able to work primarily from our Bedford office, with occasional travel to London?
* How do you ensure SLAs are met while maintaining a strong customer experience?
*
Do you need sponsorship to work?
* What is your salary expectation?
Work Location: In person
Sprachkenntnisse
- English
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