🧭 What this role is really about
You don’t just manage a Service Desk.
You own how it works.
You’ll lead a 24/7 support operation (8–12 people) handling thousands of users across multiple clients.
Your job is to turn complexity into structure, and structure into performance.
👉 If you like control, ownership, and fixing broken systems — keep reading.
⚡ What you’ll actually do
🔹 Lead people (not just manage them)
- hire, coach, and grow your team
- run 1:1s, build skill progression (Junior → Senior → Admin)
- create a culture of accountability
🔹 Run operations that perform
- own SLA, response, and resolution times
- manage major incidents (P1) without chaos
- ensure clean handovers between shifts
🔹 Own workforce planning
- design and optimize 24/7 rota
- balance workload, fairness, and efficiency
- ensure clear ownership per shift
🔹 Improve systems, not just maintain them
- drive ITIL processes (Incident / Problem / Change)
- reduce recurring issues (RCA, automation mindset)
- build and improve knowledge base (KB, SOPs)
🔹 Own tools & tech stack
- ticketing / PSA (e.g. ConnectWise)
- monitoring / RMM / dashboards (Power BI, BrightGauge)
- Microsoft 365, Intune, Windows, networking, backups
🔹 Communicate like a pro
- run client reviews and service reporting
- translate tech issues into business impact
- take ownership in escalations