Senior MSP Service Desk Operations Leader

Job Description

Sword Group in Scotland is seeking an experienced Service Desk Operations Manager to lead and mature a high-performing, ITIL-aligned Service Desk across multiple enterprise environments. The role focuses on transforming the desk into a proactive managed service and delivering data-driven, value-focused support.

You will oversee governance, incident and service request fulfillment, and work closely with Service Delivery, Technical Operations, and customers to ensure consistent, efficient service