£40,000 - £45,000 + Hybrid Working + Excellent Benefits

If you're building your career within an MSP environment and enjoy the fast-paced, varied nature of supporting multiple clients, this is an opportunity to take the next step into a genuine leadership role within a growing, ambitious IT services business.

This is not a role where you'll be stuck purely firefighting tickets. Instead, you'll play a central role in shaping how the service desk operates, mentoring a small team, improving processes and acting as the senior escalation point for more complex technical issues. You'll still be hands-on, but with real influence over how things are done.

Working within a collaborative and forward-thinking business, you'll benefit from a clear progression path toward IT Service Management, with exposure to service performance, reporting and continuous improvement initiatives from day one.

Key Responsibilities

Lead the day-to-day operations of the service desk, ensuring tickets are effectively triaged, assigned and resolved within SLA
Act as the senior escalation point for complex technical issues across client environments
Mentor and develop junior analysts through coaching, training and regular 1-2-1s
Drive service improvements by analysing performance metrics and identifying trends
Maintain high-quality documentation across tickets, knowledge base and processes
Deliver a proactive, customer-first approach, ensuring consistently high levels of client satisfaction
Remain hands-on with technical support across a wide range of technologies
Support projects, on-site visits and wider business initiatives where required

Skills & Experience

Proven experience within an MSP environment - essential
IT support experience, including time in a senior or escalation role
Strong technical knowledge across Windows, Microsoft 365, Windows Server, networking and endpoint management
Experience mentoring or supporting junior team members would be desirable
Confident communicator with excellent customer-facing skills
Ability to manage workloads, prioritise effectively and take ownership of issues through to resolution
Microsoft certifications (or working toward them) would be advantageous

This is an ideal opportunity for an ambitious IT Heldesk professional with an MSP background who enjoys variety, thrives in a client-facing environment and wants to move into a more influential, leadership-focused position without losing the technical edge.

You'll be joining a business that genuinely values its people, promotes accountability and collaboration and is committed to developing its team as it grows.

If you're looking for a role where you can step up, make an impact and progress your career toward IT Service Management, we'd love to hear from you. Apply now!

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