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