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.