Meet SDR

Get to know Tom West-Robinson – The head of Service Desk Resourcing


Service Desk Resourcing (SDR) is a specialist recruitment service from SDI to help you to find the best candidates for your IT service management roles.  Tom West Robinson tells us about his role as Head of SDR and why he loves connecting brilliant candidates with the right employers.

What led you to your current role?

I spent 15 years working in the IT Recruitment industry, with 4.5 years of that spent working for an ITSM Solutions Software Vendor. This introduced me to SDI.

What problems do you solve and for whom?

I know from talking to our members that finding and keeping exceptional Service Management staff can be a real challenge. There are so many different factors to consider; knowing where to advertise and how to write an advert to get the best possible response, attracting good candidates using multiple channels, and using general IT Recruitment Consultancies which may have little or no knowledge of the ITSM industry or service desk roles.

That’s where I can help!  My recruitment experience combined with SDI’s resources and contacts enables me to take away some of the guess work and make life easier for managers tasked with filling these roles on top of their day-job of, say, running a service desk. Our website and social channels give us access to a targeted audience and my experience means I can quickly filter out the high quality candidates.

The network we have built over 30 years means we have great relationships with a huge range of companies and candidates, giving SDR a much larger ITSM skilled candidate pool than an IT generalist consultancy.

What is it you enjoy about working in this particular field?

The best part is the people that I have got to know along the way. It extremely rewarding to see that a lot of people who I have placed in the past have also become clients as they have progressed through their careers.

What’s the trait you’re most known for?

My patience and willingness to endure any situation no matter how challenging it may be!

What has been your top career highlight?

I once represented a candidate who had gone through some terrible personal circumstances which resulted in an unplanned gap in his CV.  No other Recruitment Agency would represent him and after 6 weeks of looking I had secured a permanent role for him.  He was so unbelievably grateful and I will never forget his response. Therefore, it is most definitely my top career highlight.

How can you support service desks better than a traditional recruiter?

My Service Management Industry experience in working for an ITSM Software Vendor has given me a unique insight into the challenges Service Desks face and the kind of personalities that thrive in a process and service driven environment. This is an insight that you may not find within a generalist IT Recruitment agency.  SDI’s engaged community of service desk professionals is also a great place for me to find serious candidates interested specifically in the kinds of roles you might have.


Find out more about SDR or call us on 01689 889100 or email for a no-sales-pressure chat  – we’d love to hear from you.

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