Service desk manager
Company
Espria is a leading, independent provider of IT Managed Services and Digital Transformation Solutions to UK businesses. Our principal aim is to offer unparalleled service alongside a broad range of sustainable, digital solutions to meet our customers’ needs.
At Espria, we believe the secret to our success lies with our people: we invest in training and development, we act with integrity and respect, and build long-lasting relationships with our clients, our colleagues and our partners.
Espria are proud to be Carbon Neutral and we are aiming to be Carbon Neutral Plus by 2030.
Position and key responsibilities
Espria are seeking a highly skilled and experienced Service Desk Manager to lead and oversee the day-to-day operations of our service desk team. This role is critical in ensuring that our customers receive exceptional technical support and that issues are resolved efficiently and effectively. As we align our service operations towards the Microsoft Cloud Adoption Framework the Service Desk Manager will play a key role in driving modern service management practices, enhancing efficiency, and ensuring continuous improvement in service delivery.
- Lead, mentor, and motivate a team of service desk technicians, providing guidance and support.
- Set clear goals and KPIs for the team, ensuring high productivity and performance standards.
- Conduct regular performance evaluations, providing feedback, fostering a culture of continuous improvement.
- Oversee team schedules, ensuring adequate coverage.
What we’re looking for
Must-haves:
- Experience in an MSP Service Desk or IT support role, with at least 5 years in a managerial or leadership capacity.
- Understanding of ITIL processes, particularly incident management.
- Proven experience managing delivery to SLAs, KPIs, and performance metrics.
- Outstanding communication and interpersonal skills, with a focus on customer service and team collaboration.
- Ability to work under pressure and manage competing priorities.
- Experience with service desk management software.
- Strong analytical skills and experience with performance reporting and analysis.
- Familiarity with cloud services (e.g., AWS, Azure, M365).
- Experience with infrastructure and end user device patch management processes.
Desirables:
- Familiarity with remote monitoring and management (RMM) tools.
Project management experience. - Knowledge of cybersecurity best practices and network security protocols.
What can Espria give to you?
- Pension - Salary Sacrifice pension scheme with a 3% company contribution on qualified earnings.
- Private Medical Cover – Bupa coverage via Salary Sacrifice.
- Electric Car Scheme - Salary Sacrifice for environmentally friendly commuting.
- Professional Development – Support for certification and career growth opportunities.
- Flexible Work Options – Hybrid role with 2-3 days per week in our St. Ives, Cambridge office.
- Extra Day off for your Birthday.
If you are ready to start your career at Espria, then apply today.
"Espria stood out due to their meticulous attention to our needs and the rigorous communication demands within our organisation"
Stuart Arrand
Senior IT Coordinator at City hire
"Espria stood out due to their meticulous attention to our needs and the rigorous communication demands within our organisation"
Stuart Arrand
Senior IT Coordinator at City hire
Speak to the team
We’re committed to creating a collaborative, dynamic environment where ideas thrive, actions matter, and growth is constant.
Think Espria is the right fit for you?
