Technical Service Desk Manager Full Time NEW

Veritas Workspace Solutions

Technical Service Desk Controller

Location: London (Hybrid)
Salary: 38,000
Reports to: Head of Services

Join Veritas

Veritas is a fast-growing technology partner delivering Managed IT Services, Print & Document Solutions, Communications & Connectivity, Cyber Security and Business Automation to organisations across the UK.

We’re looking for an experienced Technical Service Desk Controller to become the operational hub of our Service Department. This role is ideal for someone with a strong technical background (ideally Second Line IT Support) who enjoys problem-solving, coordinating technical teams and delivering exceptional customer service.

Working alongside the Head of Services, you’ll triage customer issues, resolve incidents where possible and ensure work is efficiently allocated across our IT, Print, Communications and Automation teams while helping drive operational excellence.

The Role

You’ll oversee the day-to-day operation of Veritas’ Unified Service Desk, ensuring requests are prioritised, technically assessed and assigned to the appropriate engineers. You’ll also carry out first and second-line troubleshooting where appropriate, monitor service performance and help ensure we consistently exceed our service level commitments.

Key Responsibilities

• Act as the primary point of contact for customer support requests.
• Log, prioritise, triage and resolve incidents where possible across IT, Print, Communications and Automation services.
• Allocate tickets to the appropriate engineers, monitor queues, response times and SLAs, and escalate priority or ageing tickets when required.
• Keep customers informed throughout the lifecycle of their support requests.
• Provide first and second-line technical support, diagnosing Microsoft 365, Windows, networking and endpoint issues before escalation.
• Ensure tickets contain accurate technical information, identify recurring issues and recommend service improvements.
• Coordinate workloads across engineering teams, monitor utilisation, support project scheduling and liaise with third-party suppliers where required.
• Support the Head of Services with operational management, reporting, customer onboarding, licence administration, renewals and service documentation.

Skills & Experience

Essential

• Previous experience within an MSP or IT Service Desk environment.
• Strong Second Line IT Support experience.
• Excellent knowledge of Microsoft 365, Windows Desktop & Server, Active Directory/Microsoft Entra ID, networking fundamentals (DNS, DHCP, TCP/IP, VPNs) and remote support tools.
• Experience using professional ticketing systems.
• Excellent organisational, communication and customer service skills.
• Ability to prioritise workloads and remain calm under pressure.

Desirable

• ITIL Foundation certification.
• Experience supporting managed print environments.
• Knowledge of VoIP and connectivity solutions.
• Experience with automation/workflow platforms.
• Microsoft certifications.
• Experience producing service reports and KPIs.

We’re Looking For Someone Who Is

• Customer-focused and technically confident.
• Highly organised with excellent problem-solving skills.
• Calm under pressure and commercially aware.
• A strong communicator who enjoys working across multiple technology disciplines.
• Passionate about delivering outstanding customer service.

What Success Looks Like

• Fast, professional customer responses and increased first-contact resolution.
• Well-managed ticket queues with consistently strong SLA performance.
• Engineers receiving accurate, well-triaged tickets.
• Smooth service delivery across IT, Print, Communications and Automation.
• Strong operational reporting and support for the Head of Services.

Why Join Veritas?

At Veritas, you’ll join a growing technology business where innovation, teamwork and customer service are at the heart of everything we do. This role offers genuine career progression and the opportunity to help shape our expanding Service Department while working alongside experienced professionals across multiple technology disciplines.

If you’re passionate about technology and want to make a real impact in a fast-paced, growing business, we’d love to hear from you.