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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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