Description
Service Desk Manager – Lead, Mentor, and Make an Impact
📍 Basingstoke (3 days a week in the office)
💰 £40,000 - £50,000
🏢 IT Service Provider
Are you an experienced IT professional who thrives on people management, mentoring, and service improvement rather than just technical troubleshooting? Do you have experience of working in an IT Service Provider environment? If so, this role could be for you.
This isn’t a hands-on technical role, but having come from a technical background, you’ll understand the world your team operates in. Now, your focus will be on leading, coaching, monitoring and improving SLAs and escalations, and driving best practices to ensure seamless service delivery.
What’s in it for you?
✅ Work for a Microsoft Gold Partner in a growing Managed Services team.
✅ Lead a team of 6 while overseeing a wider group of 20.
✅ Take charge of SLAs, escalations, service reviews, and process improvements.
✅ Play a key role in training, mentoring, and developing your team.
✅ Hybrid working – a mix of office and remote.
What will you be doing?
🔹 Overseeing the service desk team, ensuring tickets are assigned, triaged, and resolved effectively.
🔹 Monitoring SLAs and driving continuous service improvement.
🔹 Acting as an escalation point, providing guidance and leadership.
🔹 Producing reports to identify trends, improve user experience, and reduce ticket volumes.
🔹 Working closely with senior management to shape and refine service delivery.
What do you need?
✔️ Strong people management skills – mentoring, motivating, and organising a team.
✔️ 3+ years’ experience in an IT support environment.
✔️ Excellent communication & problem-solving skills.
✔️ Knowledge of Microsoft Cloud technologies (M365, Azure, SharePoint Online).
✔️ ITIL experience (desirable but not essential).
✔️ Experience of working in an IT Service Provider / Managed Service Provider environment
This is your chance to step into a key leadership role where you’ll shape the success of the service desk and develop the people within it.
📩 Interested? Let’s have a chat. Apply now or reach out directly to bob.bath@mexasolutions.com
