Head of Service Desk (102982) Devon, England
| Salary: | GBP0 - GBP36000 per annum + car allowance, pension |
Head of Service Desk - Up to £35,000 - Devon (Remote with site visits)
I’m working with a growing Managed Service Provider in Devon who are looking for a Head of Service Desk to take ownership of their IT support function. This is a great role for someone who enjoys structure, improving processes, and leading a small but busy technical team day-to-day.
You’ll be the person who keeps the wheels turning, managing ticket flow, supporting the engineers around you, and making sure clients get a reliable, high‑quality service.
Day-to-Day Responsibilities include:
- Running the day-to-day operation of the service desk
- Making sure tickets are triaged, prioritised and resolved within agreed SLAs
- Leading, mentoring and developing a small Support team
- Acting as an escalation point for more complex issues
- Monitoring ticket queues, workloads and response times
- Keeping communication clear and consistent with clients
- Reviewing recurring issues and driving process improvements
- Maintaining documentation, processes and a strong knowledge base
What they are looking for:
- Experience in a senior Service Desk or IT Support leadership role
- MSP background preferred
- Strong organisational and workload management skills
- Solid technical understanding across Microsoft environments (Windows, AD, M365)
- Basic networking knowledge (DNS, DHCP, VPNs, TCP/IP)
- Team Lead/Management Experience
Desirable skills include:
- MSP Background
- ITIL Knowledge or Qualification