Group Service Desk Manager (Hemel Hempstead)

Apsley
1 month ago
Applications closed

Related Jobs

View all jobs

Head of IT

Information Technology System Administrator

AWS Native Security Engineer/Architect

IT Support Engineer - JJM Networks

Fire & Security Engineer

Fire And Security Engineer

Group Service Desk Manager
Permanent / Full-time

Company Profile
An exciting, forward-thinking, and innovative provider of complete, bespoke, managed IT, communication and network security solutions for businesses of all sizes. Now hiring for an experienced Group Service Desk Manager to lead and develop the service desk teams due to continued growth and expansion in customer base and demand

Opportunity
This is a fantastic opportunity for a talented and driven Service Desk Manager looking to join a forward-thinking and rapidly growing company, who offer outstanding support and professional development, clear career progression pathways, as well as unrivalled job security and stability in a fast-paced and rewarding environment.

Key Responsibilities

Lead and manage the group's service desk teams to deliver outstanding technical support and customer service.
Oversee daily operations across multiple service desks, ensuring performance against KPIs, SLAs and client satisfaction metrics.
Act as the escalation point for major incidents, ensuring timely and effective resolution and communication.
Drive a culture of continuous improvement, analysing service desk performance and implementing initiatives to improve service delivery.
Standardise processes, tools and reporting across regional service desks.
Collaborate with the senior leadership team to align service desk strategy with overall business objectives.
Maintain strong relationships with key clients, ensuring service quality and proactive support.
Manage resource planning, forecasting and scheduling to meet client demands efficiently.
Skill/Experience

3+ years' experience managing IT service desk teams within a Managed Service Provider (MSP) environment.
Strong leadership, mentoring and team development skills.
Demonstrable experience delivering against KPIs and SLAs.
Experience acting as an escalation point for major technical incidents.
Understanding of ITIL framework; ITIL v3/v4 Foundation Certification preferred.
Extensive experience with service desk and ITSM platforms (e.g., ConnectWise, Autotask, ServiceNow).
Strong technical understanding of Microsoft 365, Azure, Windows Server and Desktop operating systems.
Strong networking fundamentals (DNS, DHCP, VPN, routing, switching) and understanding of common firewall and cybersecurity principles.
Familiarity with VoIP solutions (preferably Gamma) and cloud telephony systems.
Hands-on experience with backup, disaster recovery, antivirus and monitoring solutions.
Knowledge of wireless technologies and infrastructure (Meraki, Cisco, Draytek).
Excellent communication, stakeholder management and client-facing skills.
Commercial awareness and ability to balance service excellence with operational efficiency.
Recognised accreditations (MCPs, CompTIA, ITIL).
Full UK driving license and willingness to travel between several sites

Get the latest insights and jobs direct. Sign up for our newsletter.

By subscribing you agree to our privacy policy and terms of service.

Industry Insights

Discover insightful articles, industry insights, expert tips, and curated resources.

Education Careers

Top 10 Best UK Universities for Cyber Security Degrees (2025 Guide)

Discover ten of the strongest UK universities for Cyber Security degrees in 2025. Compare entry requirements, course content, research strength and industry links to choose the right programme for you. Cyber Security has moved from IT back-room concern to critical national infrastructure. With growing threats from ransomware, state-sponsored attacks and supply-chain compromise, demand for well-trained cyber professionals has never been higher. The UK is home to a clutch of universities recognised globally for excellence in this field. Below, we profile ten institutions offering robust undergraduate or postgraduate cyber-security pathways. While league tables shift year on year, these universities have a consistent record of first-class teaching, research and industry collaboration.

Jobs

How to Write a Winning Cover Letter for Cyber Security Jobs: Proven 4-Paragraph Structure

Learn how to craft the perfect cover letter for cyber security jobs with this proven 4-paragraph structure. Ideal for entry-level candidates, career switchers, and professionals looking to advance in the cyber security sector. When applying for a cyber security job, your cover letter is an essential component of your application. The cyber security industry is continuously evolving, and organisations are always seeking professionals who can protect their networks, systems, and data. Your cover letter provides an opportunity to demonstrate your technical expertise, your enthusiasm for cyber security, and your ability to contribute to the protection of sensitive information. Whether you're just entering the field, transitioning from another career, or looking to advance in cyber security, this article will guide you through a proven four-paragraph structure to create a compelling cover letter. We’ll provide sample lines and tips to help you stand out in the competitive cyber security job market.

Jobs

Quantum-Enhanced AI in Cyber Security: Guarding the Digital Frontier

The cyber security landscape has evolved dramatically over the past decade. Long gone are the days when businesses primarily worried about simplistic phishing or basic website defacements. Today’s threats include nation-state attacks, sophisticated ransomware, AI-generated phishing campaigns, and a wide array of stealthy intrusion methods. Organisations must defend vast digital ecosystems that include cloud infrastructure, IoT devices, and critical operational technology—any of which can become high-value targets for malicious actors. Amid these escalating challenges, a new technological wave is emerging: quantum computing. Although still in its infancy, quantum computing promises capabilities that could surpass even the most advanced classical supercomputers for specific tasks. Simultaneously, in the world of Artificial Intelligence (AI)—where data volumes and model complexity are exploding—quantum’s parallelism could significantly boost analysis, training, and decision-making. What unfolds when quantum computing and AI converge in the realm of cyber security? On one hand, quantum technologies could introduce stronger encryption and faster threat detection. On the other, adversaries armed with quantum power might break today’s cryptographic protocols or develop more potent attacks at unimaginable speeds. This article explores the phenomenon of quantum-enhanced AI for cyber security: the possibilities it unlocks, the challenges it poses, and the reasons it could reshape both defensive and offensive operations in the digital world.

🍪 We use cookies to enhance your browsing experience on our website. By continuing to use this site, you consent to the use of cookies as described in our Cookie Policy. You can review our Cookie Policy for more information.