Head of Service Desk

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Lead Infrastructure, Support & Cloud Services Recruitment Consultant at Set2 Recruit

Head of Service Desk – Microsoft Partner (Up to £70K DOE)

My client is a fast-growing, Microsoft services partner delivering outstanding cloud, infrastructure, and managed services across enterprise and SMB markets. They are committed to operational excellence and delivering world-class customer experiences.

Role Overview

As Head of Service Desk, you will lead the entire support function, ensuring high-quality service delivery across 1st, 2nd, and 3rd lines. You’ll provide strategic leadership, shape customer service standards, and act as the senior escalation point for complex issues.

Key Responsibilities

• Oversee day-to-day operations of the Service Desk, ensuring consistent SLA adherence and outstanding customer experience
• Design and implement ITIL‐aligned processes, policies, and workflows to support scalable service delivery
• Act as the primary 3rd‑line escalation point, particularly for complex or technical incidents
• Mentor and develop your team, fostering a culture of collaboration and continuous improvement
• Work with Infrastructure, Security, and Project teams to streamline coordination and issue resolution
• Own reporting dashboards and KPIs, driving service performance and highlighting areas for improvement
• Drive automation initiatives using tools such as PowerShell and Power Automate to increase efficiency
• Support recruitment, onboarding, and staff planning for the Service Desk function
• Engage with executive and client stakeholders, representing the service desk and maintaining client confidence

Experience & Skills

• Minimum 6+ years in technical support, including significant 3rd‑line experience in an MSP environment
• At least 5 years in a leadership role, within a Microsoft-focused service organisation
• Solid experience with Microsoft tech stack: Windows Server, Active Directory, Azure (Entra ID), Microsoft 365, Intune, Autopilot
• Familiarity with networking fundamentals—firewalls, VPNs, VLANs, routing
• Strong knowledge of ITIL practices, support operations, and service improvement strategies
• Excellent verbal and written communication skills; comfortable engaging with technical and senior stakeholders
• Comfortable interpreting and reporting on performance data and SLAs to guide decision-making

Why Join?

• Competitive salary up to £70K DOE
• Opportunity to shape and lead a critical service function within a Microsoft Partner environment
• Collaborative culture, with investment in professional development and certifications
• Clear progression path and real influence over customer outcomes and technical delivery
• Private Health Care
• Enhanced pension
• Regular company social events

If you’re interested in this opportunity, please send across your CV for immediate consideration.

Set2 Recruit is acting as an employment agency in relation to this vacancy.

Seniority level

• Seniority level
• Mid-Senior level

Employment type

• Employment type
• Full-time

Job function

• Job function
• Information Technology
• Industries
• IT Services and IT Consulting

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