Service Desk Manager

TieTalent; Taunton; On-site; GBP 40,000 - 70,000; Full time

Job summary

Join a vibrant, forward-thinking team dedicated to delivering exceptional IT solutions. As a Service Desk Manager, you will lead a high-performing team, ensuring outstanding service delivery and fostering a culture of continuous improvement. This role offers the chance to innovate within a collaborative environment, where your leadership will shape the future of client support operations. With a commitment to professional development and a flexible working model, this position is perfect for those looking to make a significant impact in the IT space.

Benefits

Flexible working model

Ongoing professional development

Training and certification opportunities

Qualifications

• Proven experience managing a service desk team within an MSP environment.
• Strong background in ITIL-based service management, including incident, problem, and change processes.

Responsibilities

• Lead and mentor a team of service desk analysts and engineers.
• Ensure SLAs and KPIs are consistently met or exceeded.

Skills

ITIL

Leadership

Customer Experience

Analytical Skills

Escalation Management

Education

Relevant Certifications (e.g., ITIL, Microsoft, CompTIA)

Tools

HaloPSA

ConnectWise

Autotask

Datto

NinjaOne

Job description

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About

At SRD Technology UK, we’re passionate about delivering cutting-edge IT solutions with a personal touch. As a forward-thinking Managed Service Provider (MSP), we pride ourselves on our commitment to innovation, agility, and exceptional customer service. We support a wide range of clients across diverse sectors, helping them thrive in a rapidly evolving digital world.

The Opportunity

We’re seeking a dynamic and experienced Service Desk Manager to lead and continually evolve our high-performing service desk function. This is a critical leadership role where you will ensure exceptional service delivery, inspire a team of technical professionals, and help shape the future of client support operations.

Key Responsibilities

• Lead, mentor, and manage a team of service desk analysts and engineers in a high-paced MSP environment.
• Maintain excellence in service delivery by ensuring SLAs and KPIs are consistently met or exceeded.
• Act as the key escalation point for technical and service-related issues, both at customer and internal levels.
• Drive continuous improvement across service workflows, documentation, and knowledge management.
• Use data-driven insights to identify trends, reduce incidents, and improve response/resolution times.
• Collaborate across departments to support onboarding, escalations, and strategic initiatives.
• Champion the use of ITIL best practices and automation to increase operational efficiency.
• Oversee scheduling, workload distribution, and performance management to maintain service excellence.
• Manage customer relationships and coordinate with vendors of third-party services when needed.
• Support business continuity and disaster recovery strategies, especially in incident response and critical outage scenarios.

Essential Requirements

• Proven experience managing a service desk team within an MSP environment.
• Strong background in ITIL-based service management, including incident, problem, and change processes.
• Excellent leadership skills with a track record of mentoring and developing high-performing teams.
• Expertise in delivering exceptional customer experiences with a customer-first mindset.
• Familiarity with PSA/RMM tools (e.g., HaloPSA, ConnectWise, Autotask, Datto, NinjaOne).
• Excellent stakeholder and vendor management capabilities.
• Ability to manage escalations, prioritize tasks, and operate calmly under pressure.
• Strong analytical mindset, proficient in generating and acting on service performance reports.

Desirable Skills

• Relevant certifications (e.g., ITIL, Microsoft, CompTIA).
• Knowledge of compliance/security frameworks like ISO 27001, Cyber Essentials, NIST, GDPR.
• Experience with cloud platforms and modern IT stacks (e.g., Microsoft 365, Azure).
• Automation or scripting experience (e.g., PowerShell).
• Involvement in business continuity planning, disaster recovery, or IT audits.
• Interest in AI-based support tools or self-service strategies.

Why Join SRD Technology UK?

Be part of a vibrant, forward-thinking team making a real impact in the IT space. Enjoy a collaborative, supportive environment where your leadership and ideas are valued. Access ongoing professional development, training, and certification opportunities. Benefit from a flexible working model.

Nice-to-have Skills

• ITIL
• Azure
• Powershell
• ISO 27001
• Location: Taunton, England

Work Experience

• Systems Administrator
• IT Project Manager
• Head of IT Operations

Languages

• English

Seniority Level

• Mid-Senior level

Employment Type

• Full-time

Job Function

• Information Technology

Industries

• Technology, Information and Internet

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