Job Description

About us:

We're a fast paced, ever evolving and dynamic organisation.

We offer a large range of services and means our clients treat us like trusted partners in a friendly, open but professional way. To our clients we are very much more than just an IT company as we often share common values and personal standards in our everyday work.

Our efforts also touch every part of a modern business, from connectivity, applications, equipment, data, security and disaster planning. Being trusted is the highest accolade we can obtain and it's what we actively strive for.

You will be presented with opportunity every day. Embrace these opportunities and you'll enjoy your work and have a successful career.

Overview:

Due to internal promotion, we are seeking a dynamic and ambitious individual to take on the role of our Service Desk Manager. This unique position is ideal for a highly skilled technical professional who also thrives in people leadership, operational management, and shaping service excellence. A great opportunity

You will also act as a senior technical authority while managing the performance, development, and culture of our busy 7-day Service Desk. As a Microsoft and Fortinet partner delivering full-service IT, networking, security, voice, CCTV, connectivity and more, we are looking for a candidate who can confidently provide leadership and high standards to a busy and growing team

This is an office-based role with occasional travel to client sites.

If you are driven, growth-minded, and ready to influence both our technical direction and service operations, this is a rare opportunity to fast-track your career within a growing MSP.

Duties and Responsibilities:

Service Desk Management

Lead, inspire, and support a growing service desk team. Own and enhance service desk processes, workflows, to ITIL standards. Run the service desk with consistency, repetition & quality Manage resource planning, shift patterns, and workload distribution. Drive performance management in a fast-paced environment. Produce reports, identify trends, and perform root cause analysis to support continual improvement. Work closely with the Projects Department to provide technical resources for projects. Build strong relationships with partners, vendors, and clients. Shape the future of our service desk through strategic development and operational excellence.

Technical Leadership

Mentor, coach, and develop our technical team. Provide technical governance across solutions, projects, and operational activities. Lead network design, architecture, and high-level technical decisions. Act as escalation point for complex technical incidents. Configure, manage, and optimise Fortinet Ensure adoption and continual service improvement of our operations framework. Maintain network security and compliance in line with industry standards. Contribute to the company's technical roadmap and long-term strategy. Engage directly with clients for technical consultancy and solution design. Maintain accurate technical documentation, diagrams, and configurations. Complete and maintain industry and partner certifications (Microsoft, Fortinet, etc.).

Skills

:

Strong analytical and problem-solving skills Excellent communication and interpersonal abilities Strong people leadership with a respectful, mentor-led style Highly organised, disciplined, and comfortable managing competing priorities Ability to work under pressure in a busy MSP environment Passion for continuous personal development Deep understanding of Fortinet technologies advantageous Strong Networking skills (LAN/WAN, routing, switching, VPNs, firewalls) Excellent technical skills across Office 365, Azure AD, SharePoint, Exchange, Proficiency in Unifi, Meraki, and similar technologies Security-focused mindset with awareness of security principles, patching, access control and compliance

Experience:

3-5 years in a senior networking or senior technical role within an MSP 2+ years in leadership, team lead or senior technical role Experience managing or leading a service desk team or technical team Experience with DNS and domain administration ITIL or IT governance knowledge advantageous Demonstrated ability to lead teams and influence technical direction Experience working directly with clients, partners, and vendors Exposure to cloud networking (Azure/AWS) is desirable Background in service delivery within an MSP essential Demonstrated ability to bring structure and calm to high-pressure situations
You will be predominantly based in our office in Ellesmere Port, but will also spend time visiting client sites across the UK, which may include overnight stays during the week.

Job Type:

Full-time, Permanent

Working Hours:

Flexible working hours between 8am and 6pm. Due to the nature of the role an aspect of out of hours escalation is included.

Salary:

40,000-45,000 per year

Benefits:

Company workwear provided Free on-site parking Company pension Private medical care including dental and visionary Annual team events Opportunities for career growth and continued development
Job Types: Full-time, Permanent

Pay: 40,000.00-45,000.00 per year

Experience:

Customer service: 5 years (required) Senior Networking: 3 years (required) leadership: 2 years (required)
Licence/Certification:

Driving Licence (required)
Work Location: In person