Role: Service Desk Manager Location: On-site in Bedford, Weekly travel to London (1-2 days)Salary: Up to £45,000 per annumType: Full-time, Permanent The Opportunity We are seeking an experienced Service Desk Manager to lead our client''s MSP service desk operation, based onsite in Bedford with regular travel to our London office. This role is primarily operational, focused on the day-to-day management, performance and delivery of IT support services across 1st-3rd line. You will be responsible for leading a team of 15 engineers, ensuring service excellence, strong SLA performance and a consistently high standard of customer support. Reporting directly to the Head of Operations, you will work closely with our Customer Success Managers and internal technical teams to align service delivery with customer expectations and business objectives. Key Responsibilities Full ownership of daily service desk operations within an MSP environmentDirect line management, mentoring and development of 15 service desk engineers (1st-3rd line)Oversight of ticket queues, prioritisation, escalations and workload distributionManagement of incident, problem and major incident processes, acting as an escalation pointEnsuring all services are delivered in line with SLAs, KPIs and contractual commitmentsRegular collaboration with Customer Success Managers to support customer satisfaction and retentionPerformance management including 1:1s, appraisals, coaching and development plansRecruitment, onboardin