Senior MSP Service Desk & Operations Lead

Job Description

Sword Group seeks an experienced Service Desk Operations Manager to lead and mature its Managed Services Service Desk across enterprise environments. You will drive SLA/KPI excellence, transform the desk from reactive to proactive, and push automation and knowledge management.

Scotland-based with regular travel to Aberdeen, role demands strong leadership and MSP experience. You will shape the operating model, improve customer experience, and advance service maturity while collaborating with