Service Delivery Manager / Service Desk Administrator - Remote

Overview

We’re looking for a highly capable and proactive Service Delivery Manager to support a UK-based Managed Service Provider (MSP). This pivotal role blends hands-on customer service and ticket resolution with the strategic oversight of a growing service desk team.

In Short

• Serve as the primary point of contact for client queries, escalations, and support tickets.
• Deliver exceptional client experience through proactive communication and technical support.
• Manage and resolve service tickets via PSA and RMM tools (ConnectWise preferred).
• Evaluate client needs and ensure the smooth operation of systems and service delivery.
• Contribute to the testing and rollout of new products and technologies.
• Lead or assist in cyber security practices including simulations, alerts, and certifications (e.g., Cyber Essentials).
• Uphold rigorous documentation, reporting, and standard operating procedures.
• Oversee KPIs, performance metrics, and ensure continuous improvement.
• Develop SOPs and promote best practices within the support team.
• Step into team leadership—mentoring, staffing, and performance reviews—as the desk grows.
• Champion a high-standard remote work environment, with clear communication and trust.

Requirements

• Minimum 3 years in IT support, helpdesk, or service delivery roles.
• Experience in customer-facing IT environments, preferably MSPs.
• Strong knowledge of Microsoft 365 and general technical troubleshooting.
• Excellent communication and listening skills – must be confident and professional with clients.
• Proven ability to work independently and manage time effectively.
• Exposure to tools like ConnectWise Manage PSA and ConnectWise RMM.
• Reliable internet connection and quiet, professional home office environment.
• Ability to handle UK business hours and commit to consistent availability.
• Familiarity with time-tracking tools like Work Composer or similar.

Benefits

• Stable monthly income with no extra admin fees.
• Strong long-term prospects as the company scales.
• Opportunity to grow into a leadership position overseeing service desk technicians.
• Work directly with a UK employer.
• Foundational role in building the support operation from the ground up.