Head Of Service

Company Overview:
FluidOne is a leading provider of award-winning Connected Cloud Solutions with a £110m turnover. Backed by its highly connected national network—Platform One—FluidOne delivers secure, scalable IT, Cyber Security, and Communications solutions to over 2,000 customers across the UK. With 480 staff and recognition as a Top 50 UK Best Company to Work For (2023), we pride ourselves on outstanding service, technical expertise, and a dynamic, people-first culture.
Role Overview
As Head of Service – Camberley Branch IT MSP – You will be responsible for the leadership, performance, and continuous improvement of our Camberley Branch (Comprising Enterprise IT, Camberley, Cheltenham Tier 1 & Tier 2 support functions). You will also be responsible for the Enterprise IT Service Delivery Managers and the customer relationships they manage. You will play a crucial role in ensuring consistent, high-quality service delivery across all customer interactions, driving operational efficiency, and supporting strategic objectives aligned with client SLAs, KPIs, and business growth. Responsible for a team of approximately 20 people with team leaders and Service Delivery Managers (SDM’s).
As business lead of the historical Enterprise IT customer base, you will also be responsible for Bid Management for enterprise level customers. Working with the Managing Director for IT and Group Operations Director to determine appropriate bids and working with Sales, Pre-Sales and Technical Consultants to produce and support bids for enterprise projects.
Key Responsibilities
* Lead, manage, and develop a team of helpdesk personnel and team leaders across multiple shifts.
* Ensure the Helpdesk function meets or exceeds defined SLAs, KPIs, and customer satisfaction targets.
* Own day-to-day service operations, including incident, request, and escalation management processes.
* Implement and maintain ITIL best practices across all helpdesk operations.
* Monitor and report on operational metrics and performance trends, providing regular updates to senior leadership.
* Ensure reporting conforms to consolidated group requirements for KPIs and measures.
* Collaborate with Service Delivery Managers, Account Managers, and Technical Escalation teams to resolve issues and deliver continuous service improvement.
* Drive standardisation and automation of helpdesk processes to enhance service quality and efficiency.
* Manage resource planning, including workforce management, shift patterns, and holiday cover.
* Support the onboarding of new clients and services into the helpdesk function.
* Manage vendor and tool relationships relevant to the helpdesk platform (e.g., ticketing systems, telephony, monitoring tools).
* Contribute to strategic planning, budgeting, and operational forecasting for the helpdesk unit.
* Bid management for Enterprise level customers.
* Customer escalation management – including face to face and remote meetings to work with the wider IT team to resolve issues and implement solutions as lessons learned.
* Manage and ensure rigour and learning from the Service Delivery Manager Relationships
* Customer Facing Reporting as required. Currently this is a manual process that requires automation.
* Other tasks from time to time as reasonably required by your line manager.
Skills & Experience
Essential:
* 5+ years in IT service desk or helpdesk operations, with 2+ years in a management role.
* Experience in a high-volume MSP or enterprise IT environment.
* Strong understanding of ITIL framework; ITIL Foundation certification minimum.
* Proven leadership skills, with experience managing teams of 15+ across shifts or geographies.
* Strong customer service ethos with a focus on operational excellence and continuous improvement.
* Experience with service management and ticketing systems (e.g., ServiceNow, ConnectWise, Freshservice).
* Excellent communication, stakeholder management, and problem-solving abilities.
Desirable:
* ITIL Intermediate/Practitioner certification or equivalent.
* Experience with ISO 27001 or other compliance frameworks.
* Background in integrating AI/chatbot or automation tools into helpdesk environments.
Benefits (post-probation):
Subsidised health & dental care
Life assurance (3x salary)
Employee Assistance Programme (EAP)
5% employer pension contribution
25+ days holiday + birthday off
Half-price broadband
Discount platform & Ride2Work scheme
Team incentives and regular training
Volunteer day scheme