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. Youll 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 collaborat...