Service Desk Manager - MSP Location: Cardiff (Hybrid) Salary: Competitive Employment Type: Full-time, PermanentThis is a fantastic opportunity for you, a Service Desk Manager to join a well-established Managed Service Provider based in Cardiff that is looking to appoint an experienced Service Desk Manager to lead their technical support function. This is a key leadership role within a growing MSP environment, offering the chance to shape service delivery, develop a high-performing team, and drive continual improvement across the operation.If you''re an experienced Service Desk Manager who thrives in a fast-paced MSP setting and enjoys balancing people leadership with hands-on operational oversight, this role will suit you perfectly.Key ResponsibilitiesLead, mentor, and develop a team of 1st-3rd line engineersOversee daily Service Desk operations, ensuring SLAs and KPIs are consistently achievedAct as the senior escalation point for technical and customer issuesDrive continual service improvement across processes, tooling, and customer experienceManage resource planning, shift patterns, and workload distributionProduce service performance reports for internal stakeholders and clientsSupport incident, problem, and change management in line with ITIL best practiceAssist with onboarding new customers and services into the MSP environmentWhat You''ll BringProven experience managing a Service Desk or technical support team within an MSPStrong understanding of ITIL principles (ITIL ..... full job details .....