Service Desk Manager

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