At SRD Technology UK, were 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 Were 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. This is both at a customer level and internally 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 support the coordination with vendors of third-party services where 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 a Managed Service Provider (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. Demonstrated ability to manage escalations, prioritise tasks, and operate calmly under pressure. Strong analytical mindset, with proficiency in generating and acting on service performance reports. Desirable Skills Relevant certifications (e.g. ITIL, Microsoft, CompTIA, or similar). Exposure to compliance and security frameworks such as ISO 27001, Cyber Essentials, NIST, or GDPR. Working knowledge of cloud platforms and modern IT stacks (e.g. Microsoft 365, Azure). Experience with automation or scripting (e.g. PowerShell) to streamline service operations. Previous involvement in business continuity planning, disaster recovery, or IT audits. Passion for driving innovation through 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. Work in a collaborative, supportive environment where your leadership and ideas are valued. Access ongoing professional development, training, and certification opportunities. Enjoy a flexible working model and ADZN1_UKTJ