Senior Service Desk Engineer

Are you the kind of Senior Service Desk Engineer who wants to build something, not just inherit a process and keep it ticking over?

We're hiring a Senior Service Desk Engineer for a growing MSP in North London. This is a new role, not a replacement - and there is a definitive path into management.

The business is around 12 people today, with a service team of 6-7, and the plan is to grow properly over the next few years. They're currently around £1.5m revenue, with a target to double that over the next 5 years.

(So this isn't just "manage tickets and keep clients happy")

As you progress, you'll be offered the chance to move into more hands on leadership, process improvement, client service, and helping shape how the service desk works as the business grows.

• Providing hands on support
• Supporting and developing engineers
• Owning ticket quality, SLAs, escalations and client satisfaction
• Spotting repeat issues and improving processes
• Helping the team work smarter, not just harder
• Building better structure around service delivery

This is an MSP, so you'll need to be comfortable with pace, client variety, context switching, and people wanting things yesterday.

• MSP background is important.
• Ideally, you'll have worked in a smaller MSP, not a huge corporate environment where everything is already built for you.
• Technically, they're mainly a Microsoft house, so experience around M365, Windows environments, support tools, RMM, ticketing systems and general MSP service delivery will all be relevant.
• Bonus points for Apple / Mac exposure, or some form of AI experience/adoption

But honestly, this is as much about personality as it is technology.

They want someone who can talk to people - someone who can communicate clearly with clients, engineers and leadership. Someone who brings energy, ownership and a bit of common sense.

Most MSP roles are either pure firefighting or pure ticket management. This is different.

You'll be joining at a point where the business has grown enough to need structure, but is still small enough that you can genuinely influence how things work.