Help Desk and Service Delivery Manager

At SRD Technology UK, we are a trusted Managed Services Provider (MSP) delivering tailored IT solutions to businesses across the UK. We pride ourselves on exceptional customer service, proactive IT management, and a people-first approach. Our culture is collaborative, energetic, and committed to excellence.

Role Overview

We are seeking a dynamic Help Desk & Service Delivery Manager to oversee the performance of our Help Desk team and the delivery of our managed services to clients.

This is a management-focused role, not a technical hands-on position. The ideal candidate will have a strong background in people management, customer service leadership, and operational delivery within a service-oriented environment. A high-level understanding of IT services is beneficial but deep technical expertise is not required.

The Help Desk & Service Delivery Manager will be responsible for ensuring outstanding service delivery to our clients and creating a motivated, high-performing service team internally.

Key Responsibilities

Team Management

• Lead, mentor, and manage the Help Desk team, ensuring high levels of motivation, performance, and professional development.
• Set clear objectives, KPIs, and service standards for team members.
• Conduct regular 1:1s, team meetings, performance reviews, and coaching sessions.

Service Delivery

• Manage the process from order acceptance through to delivery of all managed services.
• Be actively involved in project meetings to ensure a smooth delivery.
• Ensure the effective and efficient delivery of all managed services to clients.
• Monitor help desk tickets, escalation processes, and service requests to ensure SLA compliance.
• Coordinate resource allocation and workload balancing for optimal team performance.
• Implement continuous improvement initiatives based on client feedback and service performance metrics.

Customer Management

• Be the contact for clients who have delivery of new services.
• Act as the senior point of contact for service-related client issues.
• Ensure excellent communication and service standards are maintained at every touchpoint.
• Oversee service review meetings with key clients, identifying opportunities for improvement and growth.

Operational Responsibilities

• Drive help desk processes, ensuring adherence to ISO/ ITIL-based best practices.
• To ensure security best practices are worked to including GDPR, and clients own policies and procedures.
• Work closely with technical and project teams to ensure smooth service transitions and handovers.
• Monitor and report on help desk and managed service KPIs, trends, and client satisfaction metrics.
• Collaborate with sales and account management teams to identify upsell and service enhancement opportunities.
• Drive continuous improvement across service workflows, documentation, and knowledge management.

Skills & Experience Required

Essential:

• Strong experience managing a help desk or customer service operation, ideally within an MSP or similar fast-paced environment.
• Expertise in delivering exceptional customer experiences with a customer-first mindset
• Proven people management skills: team leadership, staff development, conflict resolution.
• Excellent communication and relationship-building skills (internal and external stakeholders).
• Solid understanding of service delivery principles and SLAs.
• Highly organised, with strong time management and prioritisation abilities.

Desirable but not essential:

• Previous experience working within a Managed Services Provider (MSP) environment.
• Familiarity with ITIL principles and practices.
• Basic knowledge of IT infrastructure, cloud services, or managed IT solutions.
• Experience working on a ticketing customer service platform
• Exposure to compliance and security frameworks such as ISO 27001, Cyber Essentials, NIST, or GDPR.

What We Offer

Competitive salary and benefits package.

Professional development and training opportunities.

A positive, supportive work environment that values your contribution.

Opportunity to shape and grow the service delivery function within a growing MSP.