Service Desk Supervisor

Location

• Glasgow or remote UK based

Job type

• Full time

Level

• Intermediate to experienced

About Roswell IT -

Roswell IT has been providing managed IT support for nearly 30 years. We support clients across IT, cloud, telecoms, cyber security and Microsoft 365, and we are now expanding into AI driven support and automation.

About the role -

We are looking for a Service Desk Supervisor to help run the day to day support desk, support our engineers and keep client service moving properly.

This role would suit someone who has strong MSP service desk experience and is ready to take more ownership of ticket flow, escalation, quality and team support. You do not need to be a senior infrastructure expert, but you do need to understand how a busy support desk works and how to keep standards high.

What you’ll be doing

• Monitor ticket queues and make sure work is prioritised properly
• Support engineers with escalations and troubleshooting direction
• Help maintain strong communication with clients
• Review tickets for quality, updates and resolution notes
• Identify repeat issues and suggest improvements
• Help onboard new support processes and documentation
• Work with management on reporting, service levels and client satisfaction
• Support the use of automation and AI tools within the service desk
• Help make sure calls, tickets and client requests are handled professionally

What we’re looking for

• Experience working on an MSP service desk
• Good understanding of Microsoft 365, Windows, networking basics and business IT support
• Confident handling escalations and client communication
• Able to support engineers without micromanaging them
• Good organisation and attention to detail
• Comfortable using ticketing systems and service desk processes
• A calm approach when things get busy

Nice to have

• Experience with HaloPSA or similar ticketing systems
• Experience with 3CX or business telecoms
• ITIL awareness
• Experience helping improve service desk processes
• Interest in AI, automation and smarter support workflows

Why join Roswell IT

• This is a good opportunity for someone who wants to step into more responsibility without moving away from the technical side completely. Roswell is an established MSP, but we are also actively modernising how support is delivered through automation, AI and better internal systems.