Service Delivery Manager - Help Desk

This client is GROWING! To support that we are looking for a confident, hands-on Service Delivery Manager to take ownership of the Helpdesk and help shape it into a high-performing, customer-first team.

You’ll lead a growing team of Helpdesk Administrators, making sure customers receive a responsive, professional service from first contact through to resolution. This is a role for someone who enjoys improving how things work, developing people, and turning operational data into practical action.

What you’ll own

• The day-to-day performance, workload and development of the Helpdesk team.
• End-to-end ownership of customer service queries, including complex or sensitive escalations.
• Service standards, SLAs and KPIs, with clear reporting on performance, risks and trends.
• Continuous improvement of processes, systems, documentation and customer communication.
• Strong working relationships with customers, internal teams and service delivery stakeholders.

• Experience leading or managing a customer support, contact centre or service desk team.
• A calm, organised approach under pressure, with excellent communication and coaching skills.
• The ability to analyse performance data and use it to drive improvements.
• Confidence with Microsoft Office and a willingness to learn new systems.
• GCSE English and Maths (or equivalent).
• A proactive mindset: you spot issues, suggest better ways of working and follow through.

Who you are

You’re a self-starter who takes pride in great service. You motivate people, hold high standards, welcome feedback and are always looking for ways to make the customer experience simpler and better.