Service Desk Manager

Location: London, hybrid

Maraki IT Recruitment is working with a growing and highly reputable Managed Services Provider to appoint an experienced Service Desk Manager to lead their Service Delivery function. This is a senior leadership role responsible for managing the Service Delivery team, driving service excellence, improving operational processes, and ensuring clients receive outstanding support in line with agreed SLAs.

The Role

As Service Manager, you will take ownership of daily service operations, including dispatch, escalation management, reporting, and client engagement. You will act as the bridge between technical teams, senior leadership, and clients to ensure consistent, profitable, and high-quality service delivery.

Key responsibilities include:

• Leading and managing the Service Delivery team
• Overseeing the dispatch process and service scheduling
• Driving problem investigations and resolutions
• Ensuring services are delivered profitably and to SLA
• Producing accurate reports and performance metrics
• Managing remote monitoring and management systems
• Maintaining and improving service processes and documentation
• Supporting the development and progression of technical engineers
• Building strong client relationships and attending client meetings (pre- and post-sales)
• Identifying trends and developing service improvement strategies

About You

You will be a confident service leader with strong organisational skills and a genuine client-focused mindset. This role requires someone who thrives in a fast-paced MSP environment and can manage multiple priorities while maintaining high standards.

You will ideally have:

• Experience leading or managing a Service Delivery team
• Strong knowledge of IT services, applications, and infrastructure
• Experience with remote monitoring tools and service management platforms
• Ability to produce management-level reports and performance metrics
• Strong stakeholder engagement and presentation skills
• A strategic mindset with the ability to plan 6–12 months ahead
• Relevant IT certifications (e.g., Microsoft, Cisco, VMware, Citrix) desirable
• Experience in a related IT services role or equivalent education/experience

What’s on Offer

• Competitive base salary
• Performance-related bonus linked to service performance and P&L
• Leadership opportunity within a growing MSP
• Career progression and influence over service strategy
• Opportunity to shape best practice and service excellence