Service Desk

Head of Service Desk

You will be responsible for running the day-to-day of the SysGroup Service Desk. The Service Desk team consists of 40 engineers and technical experts, including both direct/indirect reports who provide a comprehensive Service Desk support function to a broad range of customers.

Job Description

Title: Head of Service Desk

Location: Newport

Reporting to: Chief Technical Officer

Salary: £55,000-£65,000

Start Date: ASAP

Position Description:

SysGroup is an award-winning Managed Service provider. Using our SysCloud Enterprise platform, we provide a range of services that include colocation (managed and unmanaged), IaaS, PaaS, specialist PCI environments and connectivity solutions, as well as supporting customers with workloads running in Azure and AWS.

We also have a cadre of customers for whom we monitor and manage their onsite infrastructure - some also have services in SysCloud creating a hybrid working environment. This introduces a range of opportunities for the Service Desk to work across a variety of support models and the opportunity for the Head of Service Desk to build a unique model that supports the SysGroup customer set.

Responsible For:

You will be responsible for running the day-to-day of the SysGroup Service Desk. The Service Desk team consists of 40 engineers and technical experts, including both direct/indirect reports, who provide a comprehensive Service Desk support function to a broad range of customers.

The Service Desk runs a 24/7/365 operation with the necessary shift pattern to support this model. As SysGroup grows, we are looking for a Head of Service Desk who can work with our current teams to continually improve service levels and shape the Service Desk so that it remains fit for purpose and relevant for the solutions we offer. You will be part of the SysGroup Senior Leadership Team and as such, be responsible for shaping the working culture of our organisation.

Key Skills:

  • Extensive experience of managing the IT support provision in a service desk environment that supports a wide range of customer environments
  • Excellent understanding of how to use monitoring software to provide a view of the status of the systems being monitored so prompt actions can be taken to meet SLAs
  • Customer-centric, seeking to understand what customers need and ensuring that the necessary service levels are in place
  • Excellent working knowledge of ITIL and experience of effectively implementing the framework to drive continuous improvement
  • Demonstrable track record in managing teams and motivating them to achieve and exceed service levels
  • Pragmatic approach to problem solving, prioritisation and decision-making - being able to understand what needs to be escalated and what needs actioning immediately
  • Able to work under your own initiative to make timely decisions
  • You will be able to compile and share relevant and meaningful data that shows the areas where improvement is needed, as well as areas where service levels are being met or exceeded
  • Able to work across the company and engage with peers and colleagues to form effective relationships that support growth and improvement
  • Ideally have some form of experience of how certain areas of a modern Service Desk can be automated to improve customer satisfaction, first-time fixes and remove bottlenecks
  • Happy to work from our Newport office so we can move rapidly as we build out capabilities. There is of course flexibility in the role with home working as well.

About You

Ideal candidates for this role will live within commuting distance of our newly refurbished Newport office, which sits on the same campus as Vantage Data Centre - a critical datacentre node in the digital operational capacity of Western Europe and in which SysGroup hosts and manages significant infrastructure for a range of customers.

We are looking for someone who wants to make a name for themselves in the IT industry and wants to be a part of the growth journey of SysGroup. You must be comfortable with working at pace and dealing with the inevitable ambiguity that comes with rapid growth and development. Finding ways to get things done is paramount.

We have five core company values that underpins all that we do:

  • Love What You Do
  • Own It
  • Work Smart and Together
  • Delight Your Customer
  • Be Bold and Deliver

To be part of our journey for all new roles, you will need to quickly get an understanding of the range of services we support and be able to review our current approaches to make sure we provide the right levels of service to our customers.

You will be joining a team of dedicated and hard-working individuals who care deeply about what they do and giving our customers the best possible service. We often go the extra mile to deliver the necessary service level and want to work alongside people who will also go that extra mile.

As part of this approach to our work, self-awareness is also a key trait we look for in the people in our teams. We need people who can build the right level of work-life balance by understanding the cadence of their workload.


In addition to a very competitive base salary (which will be dependent on experience), we also offer:

  • 25 days holiday (plus bank holidays)
  • An additional half a day holiday on your birthday
  • Salary Sacrifice Pension Scheme
  • Employee discounts
  • Cash Plan medical care
  • PMI
  • Quarterly prize draw


SysGroup is an award-winning Managed IT Services, Cloud Hosting, and expert IT Consultancy provider. The Group’s head office is in Liverpool and has offices in Manchester, London, Telford and Newport.

We are in a significant growth phase and are looking to build out an enhanced team of Service Professionals to meet the demand we are seeing across our customer base and within the market.

Our SysCloud Enterprise Cloud supports a broad range of businesses and presents our technical teams with the opportunity to work alongside organisations with a global outlook and footprint. From collocation of hardware to sophisticated PCI environments to IaaS and PaaS - SysCloud offers our technical teams an opportunity to work across a range of technologies from Private Cloud to integrating services from Hyperscale public cloud environments.

We are currently looking to fill a number of new roles within our Technical Operations Teams. These range from engineers with a broad outlook, high work ethic and natural problem-solving approach, Consultants who can help to positively challenge our customers as they take the next steps in their digital journey and solution architects who understand how virtualisation and Cloud environments provide value to a wide range of organisations.

Interested? Apply now!

Please send your CV and a covering letter to our People & Culture team