Service Delivery Executive

The Role

We are looking for a capable and motivated Service Desk Executive with strong experience in service triage, dispatch, and schedule optimisation. This role is central to the daily operations of our Service Desk and plays a key part in ensuring efficient service delivery and outstanding client experiences.

The ideal candidate understands the fast-paced nature of an MSP and thrives in structured, collaborative environments. You’ll be responsible for coordinating workloads, optimising engineer schedules, and supporting the team in maintaining a high standard of service.

The successful candidate will report to the Service Desk Manager and work closely with engineers, project stakeholders, and operations leadership.

Who is Spector?

Spector was established in 2002 to deliver high-quality, rapid-response IT services to a market hungry for better support. We’ve always embraced a Win/Win ethos for both staff and clients, firmly believing in the power of technology to ignite business success.

Today, we provide market-leading solutions in cybersecurity, IT outsourcing, and business continuity—underpinned by a strong focus on IT Risk Management.

What is Spector’s Vision?

While our core product is managing business technology, we believe that people come first. We protect our clients and their technology using cutting-edge tools and strategic guidance. This enables them to grow with confidence, free from the fear of cyber threats or operational downtime.

Whether it’s helping a client’s staff member with a simple issue or resolving a high-impact incident for an executive, we take ownership and see it through to the best outcome. This clarity of purpose drives our high client retention and attracts like-minded customers to our business.

Role Responsibilities

Service Coordination & Dispatch

• Acts as the first point of contact for service triage and ticket dispatch across the Service Desk.
• Manages and optimises daily schedules for engineers, balancing workload and skillset.
• Prioritises and allocates tickets in line with SLAs, urgency, and customer impact.
• Monitors ticket queues to ensure timely responses and resolution.

Service Quality Support

• Reviews completed tickets for quality and documentation standards.
• Supports continuous improvement by identifying recurring issues or inefficiencies in workflows.
• Coordinates with the Team Lead to escalate high-priority or blocked tickets.
• Verifies ticket time entries for clarity and consistency before submission for approval.

Client Communication & Internal Liaison

• Coordinates with clients and engineers to ensure smooth communication on scheduled work and expectations.
• Provides updates on ticket progress where needed and helps manage client expectations.
• Collaborates with project teams to align scheduled work with ongoing service activity.

Skills & Requirements

• Experience in IT support or MSP environments, with a strong grasp of service desk operations and ticket lifecycle management.
• Proven ability in coordinating teams or workloads in a structured environment.
• Excellent time management and organisational skills with a keen attention to detail.
• Strong communication skills, with confidence in liaising across teams and with clients.
• Familiarity with ITSM tools (e.g., ConnectWise, Autotask) and a process-driven mindset.
• A customer-first attitude with a proactive approach to problem-solving and task ownership.