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. 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