Help Desk & Service Delivery Manager
About My Client
My client is a trusted Managed Services Provider (MSP) delivering tailored IT solutions to businesses across the UK. They pride themselves on exceptional customer service, proactive IT management, and a people-first approach. The culture is collaborative, energetic, and committed to excellence.
We are looking for a Help Desk & Service Delivery Manager, based in Taunton, Somerset - Hybrid - Minimum of 3 days in the office
Role Overview
My client is seeking a dynamic Help Desk & Service Delivery Manager to oversee the performance of their Help Desk team and the delivery of 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 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 smooth delivery.
- Ensure 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 regarding the 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.
- Ensure compliance with security best practices, 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
- £40k-£50k plus Bonus paid per 1/4
- 37.5 hour week( 3 days offcie 2 days home)
- 20 plus 8 , holiday plus birthday
- Pension/ Private Healthcare , 5 days full sick pay, free parking
- 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.
