Head of Service Desk
Posted 1 day ago by TipTopJob
£35,000 Per year
Undetermined
Remote
Crook Of Devon, Scotland, United Kingdom
Summary: The Head of Service Desk role involves leading the IT support function for a Managed Service Provider in Devon, focusing on improving processes and managing a technical team. The position requires strong organizational skills and a solid technical understanding of Microsoft environments. The successful candidate will oversee daily operations, ensure timely ticket resolution, and maintain clear communication with clients. This is an opportunity for someone who enjoys a structured environment and is passionate about delivering high-quality service.
Key Responsibilities:
- 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
Key Skills:
- 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
Salary (Rate): £35,000 yearly
City: Crook Of Devon
Country: United Kingdom
Working Arrangements: remote
IR35 Status: undetermined
Seniority Level: undetermined
Industry: IT
Head of Service Desk : Up to GBP35,000 : Devon (Remote with site visits) Im 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. Youll be the person who keeps the wheels turning, managing ticket flow, supporting the engineers around you, and making sure clients get a reliable, high x2011;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
This is a really exciting opportunity Apply now if you like the sound of the role to not miss out If you are interested in this position please click apply. Hunter Selection Limited is a recruitment consultancy with offices UK wide, specialising in permanent and contract roles within Engineering and Manufacturing, IT and Digital, Science and Technology and Service and Sales sectors. Please note as we receive a high level of applications we can only respond to applicants whose skills and qualifications are suitable for this position. No terminology in this advert is intended to discriminate against any of the protected characteristics that fall under the Equality Act 2010. For the purposes of the Conduct Regulations 2003, when advertising permanent vacancies we are acting as an Employment Agency, and when advertising temporary/contract vacancies we are acting as an Employment Business.