Service Manager

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Service Manager

About the role

Location: Chorley, North West 5 Days in office 
Full-time | £40,000-£45,000 per annum plus benefits 

We are looking for an experienced MSP Service Desk Manager to lead the day-to-day performance and continual improvement of our first-line Service Desk, supporting customers across our managed-service base. This is a hands-on operational leadership role for someone who knows how to build a high-performing support team. You will own first-line service performance, queue health, customer communication, team capability and operational discipline, using data and customer feedback to improve the support experience.

A day in the life of a Service Manager at Netcentrix looks a little like this (example of some key responsibilities):

• Lead, coach and develop the first-line Service Desk team, setting clear expectations for ownership, productivity, communication and quality.
• Maintain control of Service Desk demand, queues and priorities, with particular focus on aged, breached, high-priority and at-risk cases.
• Drive SLA and KPI performance while protecting resolution quality and the customer experience.
• Improve first-contact and first-line resolution through coaching, knowledge, better processes and effective escalation.
• Set and maintain high standards for ticket quality, investigation, customer updates, escalation and closure.
• Use service data, customer feedback and quality reviews to identify trends and turn them into practical improvement actions.
• Plan team capacity around demand, service hours, absence, training and known business activity.
• Work closely with technical support teams, Project Delivery, Account Management and other operational functions to ensure clear ownership across team boundaries.

Role Requirements

Some essential criteria for this role includes:

• Proven experience managing a first-line Service Desk within an MSP or multi-customer support environment.
• Experience leading, coaching and developing Service Desk teams to deliver high levels of performance and customer satisfaction.
• Demonstrable accountability for service performance, including SLA achievement, queue management, service quality and operational delivery.
• Experience managing incidents, requests, escalations and customer-impacting service issues across multiple customers with varying priorities.
• Proven ability to use service data and performance metrics to identify issues, implement improvements and enhance service efficiency, resolution quality and customer experience.
• Strong understanding of IT service management principles, with sufficient technical knowledge to challenge ticket quality, diagnostic activity and escalation decisions.
• Strong leadership, decision-making and stakeholder management skills, with the ability to set clear expectations and drive accountability in a high-volume support environment.

Desirable criteria for the role:

• Experience using HaloPSA or another MSP-focused PSA platform.
• Familiarity with Microsoft 365, Azure, endpoint, networking and managed security support.
• Experience working within a Cyber Essentials, ISO 27001 or similarly controlled environment.

For a more detailed overview of the role and responsibilities, please get in touch for the full job specification.

Here’s why you’ll love it at Netcentrix

Our vision is to be the leading sustainable Managed Services Provider (MSP) delivering world class Customer Experience (CX) and Digital Transformation solutions.

And, when it comes to support, we are always looking for new ways to help our team grow and develop. Our values allow us to nurture a supportive company culture and retain a dedicated workforce through valuing our team’s hard work, empowering each other to do our best, whilst staying humble and having compassion.

We will invest in your learning and celebrate your successes by recognising and rewarding your hard work. Some of our company benefits include:

• 25 days holiday + bank holidays + 1 volunteering day
• Your Birthday off
• Enhanced Maternity & Paternity Leave
• Employee loyalty rewards
• Accredited Investors in People organisation
• Regular company events
• Plenty of scope for progression and opportunities for training – technical and management
• Achievement celebrations & rewards
• Medical schemes and cycle-to-work initiatives
• Mental wellbeing and financial wellbeing support
• Check out our main careers page for more info on our benefits!

If you are an experienced MSP Service Desk leader who can combine strong people management with operational control and genuine customer focus, we would like to hear from you. Apply through the Netcentrix careers page or share your CV with our Recruitment team.

Netcentrix  is part of the New Technology Group – an equal opportunities employer. We are committed to equality of opportunity for all colleagues, and applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships. Read our recruitment privacy notice here.

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Service Manager

Role: Service Manager
Salary: £40,000-£45,000 + Benefits
Job Location: Chorley, North West 5 Days in office

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Chorley

Matrix Industrial Park, Eaton Ave,
Buckshaw Village, Chorley
PR7 7NA, UK

Contact Details

Lisa Brown – HR & Recruitment

07552363261

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Job Details

Role: Service Manager
Salary: £40,000-£45,000 + Benefits
Job Location: Chorley, North West 5 Days in office

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