Head of Service Desk (IT MSP)

Job Title: Head of Service Desk (IT)Location: Cardiff, (Hybrid) with UK travelSalary: up to £70,000 + Car allowanceContract type: PermanentAbout The RoleWe have an exciting opportunity for an experienced Head of Service Desk to join our team here in Cardiff.This position sits on the ARO Services first line of the Cloud, Cyber, and IT (CCIT) Business Unit, reporting to the Director of Services. The ARO Services function oversees both Professional and Managed Services across all technical domains.We are looking for an experienced Manager of Managers to lead and evolve our Service Desk function into a high-performing, customer-centric engine. You'll be responsible for driving operational excellence, fostering team talent, enhancing the customer journey, and championing service innovation. This is a leadership role that blends service delivery oversight, people development, and process optimisation—all aligned to ARO growth ambitions.The Scope of this role includes ARO Service Desk provision for first and second line along with Field Services, Network Operations Centre and defined remote sites and any other teams as agreed from time to time with the Director of ServicesPlease note that this is a Hybrid role with onsite requirement 3 days a week. You must be able to commute to the office and have your own transport. What You'll DoStrategic & Operational LeadershipOwn the entire Incident and Major Incident Management lifecycle, including governance, response, resolution, and improvement initiativesLead and deliver continual service improvement (CSI) programmes, including automation, shift-left strategies, and customer self-service enhancementsDevelop and manage department budget, resource planning, and tooling strategies, including ITSM platforms and performance dashboards. Maintain accurate capacity planning and forecast models to ensure appropriate headcount and cost managementCollaborate with Sales and Account Management to ensure operational readiness aligns with commercial objectivesTeam Growth & CultureBuild and nurture a skilled, high-performing Managed Services team through clear progression plans and mentorship, enabling career advancementConduct regular performance reviews, coaching sessions, and return-to-work interviews to support staff wellbeing and accountabilityEmbed a culture of learning, inclusion, knowledge-sharing, and innovationChampion employee engagement and track sentiment via structured surveys and feedback loopsCustomer ExcellenceAct as a senior customer advocate and escalation point, proactively addressing incidents, complaints, and feedbackOwn customer satisfaction metrics such as CSAT and NPS, using insights to drive enhancementsParticipate in client-facing activities like Quarterly Business Reviews (QBRs), service reviews, and solution road mappingLead customer journey mapping initiatives and implement feedback loops to strengthen trust and satisfactionAssure Service Transition is a seamless process for each client allowing Service Take-on, Early Life Support and subsequent BAUGrow a culture that celebrates success based on customer insight and performanceGovernance, Risk & ComplianceEnsure operational policies and procedures align with ITIL, ISO, GDPR, and other relevant frameworksMaintain clear audit trails, SLA adherence, and service reportingRequirementsWhat we are looking for?Essential:Proven experience leading a Managed Services or IT Service Desk function within an MSPExperience of managing Managers within the functionStrong operational knowledge of ITIL frameworks, particularly Incident, Problem, Change, and Major Incident ManagementDemonstrable success in driving team performance through KPIs, coaching, and career development initiativesExcellent customer-facing communication skills across written, verbal, and presentation formats, including high-stakes incident or escalation scenariosProficiency in ITSM and PSA tools (e.g. Autotask, ServiceNow) and interpreting data from ticketing/reporting platformsBudget management and resource planning experience, including rota development and capacity forecastingStrong technical literacy across common service desk technologies (Microsoft 365, remote desktop tools, networking basics, endpoint support)Ability to lead process improvement and continuous service optimisation initiativesExperience working under compliance standards (e.g. ISO 27001, Cyber Essentials+, GDPR)Desirable:ITIL v4 certification at Managing Professional or Strategic Leader levelExperience introducing or managing automation, AI-enhanced triage, or self-service platforms in a service desk settingFamiliarity with RMM platforms and integrations into PSA/ITSM toolsBenefitsWho are we?Aro has 25 years' experience in Collaboration, Connectivity, Cloud and Infrastructure and Cyber Security services both in the UK and Internationally and has a nationwide presence with offices across the UK.As one of the UK's leading independent IT and communication experts our mission is to deliver a seamless technology experience to all end users. To make that vision a reality, we need bright, tenacious and inspiring talent to help drive our performance, growth and achieve this mission.To make us successful we focus on strong communication, a culture based on fun, trust and collaboration. We have created a modern workplace environment, which is full of engaged, energetic, positive and curious people whose productivity, resilience and wellbeing allow them to thrive.In 2021 we were awarded the People Insight's Outstanding Workplace Award, which celebrates organisations building positive workplace cultures and acting on employee feedback to spark positive change.Why Work for Aro?At Aro we are committed to creating an excellent employee experience. Our employees, culture and additional benefits all make Aro a great place to work. Come join us! We offer a wide range of benefits and incentives to our employees including:Company Pension Scheme and matching contributionsCompany Perks portalPrivate Medical insuranceLife assurance 25 days holiday plus bank holidays plus holiday tradingYour Birthday off, on us! Health Club and Wellbeing SchemeAro Shares after 12 months employmentEmployee Assistance ProgrammeTechnical Training Academy and E-learningHybrid workingIf even 80% of this matches your experience and attributes, we would be delighted to hear from you.