Group Service Desk Manager (Hemel Hempstead)

Apsley
8 months ago
Applications closed

Related Jobs

View all jobs

Operations Director

1st Line Support Technician

Service Sales Specialist

Group IT Infrastructure Manager

Assistant Director - Technology and Operations

IT & Communications Deputy Lead

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

Subscribe to Future Tech Insights for the latest jobs & insights, direct to your inbox.

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

Industry Insights

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

Jobs

How to Write a Cyber Security Job Ad That Attracts the Right People

Cyber security is now a board-level priority for organisations across the UK. From financial services and healthcare to critical infrastructure, SaaS platforms and the public sector, demand for skilled cyber security professionals continues to grow. Yet despite this demand, many employers struggle to attract the right candidates. Cyber security job adverts often generate large volumes of applications, but few are a genuine match. Meanwhile, experienced security engineers, analysts and architects quietly ignore adverts that feel vague, unrealistic or disconnected from real security work. In most cases, the problem is not a lack of talent — it is the quality of the job advert. Cyber security professionals are trained to assess risk, spot weaknesses and question assumptions. A poorly written job ad signals organisational immaturity and weak security culture. A well-written one signals seriousness, competence and trust. This guide explains how to write a cyber security job ad that attracts the right people, improves applicant quality and positions your organisation as a credible security employer.

Education Jobs

Maths for Cyber Security Jobs: The Only Topics You Actually Need (& How to Learn Them)

If you are applying for cyber security jobs in the UK it can feel like “real security people” must be brilliant at maths. The reality is simpler: most roles do not need degree-level pure maths. What they do need is confidence with a small set of practical topics that show up repeatedly in day-to-day work across SOC, incident response, cloud security, AppSec, threat detection, IAM & security engineering. This guide strips the maths down to what actually helps you get hired. It includes a 6-week learning plan plus portfolio projects you can publish to prove the skills. You will focus on: Number systems & bitwise thinking (binary, hex, bytes, XOR) Modular arithmetic basics (enough to understand how modern crypto “works”) Probability & statistics for detection, triage & risk Discrete maths for logic, sets, graphs & complexity Security maths habits: estimation, false positive control & evidence-led reporting You will not waste time on heavy theory that rarely appears in junior or mid-level cyber security roles.

Jobs

Neurodiversity in Cyber Security Careers: Turning Different Thinking into a Superpower

Cyber security is all about thinking like an attacker, spotting unusual patterns, protecting systems & responding calmly when everything looks like it’s on fire. It’s a discipline built on curiosity, persistence & noticing things other people miss. That’s exactly why it can be such a good fit for many neurodivergent people. If you live with ADHD, autism or dyslexia, you may have been told your brain is “too distracted”, “too literal” or “too disorganised” for a security role. In reality, the traits that can make traditional office work tough often line up beautifully with cyber security work – from hyperfocus in incident response to meticulous analysis in threat hunting. This guide is written for cyber security job seekers in the UK. We’ll look at: What neurodiversity means in a cyber context How ADHD, autism & dyslexia strengths map to different security roles Practical workplace adjustments you can ask for under UK law How to talk about neurodivergence during applications & interviews By the end, you’ll have a clearer sense of where you might thrive in cyber security – & how to turn “different thinking” into a genuine superpower.

🍪 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.