Help Desk & Service Delivery Manager

SRD Technology UK; Taunton; On-site; GBP 35,000 - 55,000; Full time

Job summary

An established industry player is seeking a dynamic Help Desk & Service Delivery Manager to lead their Help Desk team and ensure exceptional service delivery. This management-focused role emphasizes people management and operational excellence within a collaborative environment. Ideal candidates will possess strong leadership skills and a customer-first mindset, driving improvements and fostering a motivated team. Join this forward-thinking company to shape the future of service delivery in a growing Managed Services Provider, where your contributions will be valued and impactful.

Benefits

Competitive salary and benefits package

Professional development and training opportunities

Positive, supportive work environment

Opportunity to shape service delivery function

Qualifications

• Strong experience managing a help desk or customer service operation.
• Proven people management skills: team leadership and conflict resolution.
• Solid understanding of service delivery principles and SLAs.

Responsibilities

• Lead and manage the Help Desk team to ensure high performance.
• Monitor help desk tickets and ensure SLA compliance.
• Drive continuous improvement across service workflows.

Skills

Management of Help Desk

Customer Service Leadership

Operational Delivery

Communication Skills

Time Management

Education

Experience in a Service-Oriented Environment

Understanding of IT Services

Tools

Ticketing Customer Service Platform

Job description

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.
• Ensure security best practices are followed, 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

• 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.