Head of IT Service Desk (12 Month FTC) at iomart

Marlow, England, United Kingdom -

Full Time

Start Date

Immediate

Expiry Date

15 Jun, 26

Salary

0.0

Posted On

17 Mar, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

IT Service Desk Leadership, ITIL Processes, Service Improvement, Azure, Modern Workplace, Microsoft Security, Service Desk Management Platforms, CSAT, KPI Ownership, Team Leadership, Performance Management, Stakeholder Engagement, Root Cause Analysis, Mentoring, SOC Collaboration

Industry

IT Services and IT Consulting

Description

What you'll be doing: Are you a strategic, customer-focused leader with a passion for operational excellence and service innovation? At Atech, we’re looking for Customer Operations Manager (IT Service Desk) to lead and optimise the daily performance of our high-impact IT Service Desk. This is a 12‑month fixed‑term contract to cover maternity leave. This is a senior leadership role ideal for someone who thrives in fast-paced environments, has deep technical expertise, and excels at driving service improvements that make a real difference for customers. In this role, you'll: Lead and own the operational day-to-day IT Service Desk including ITIL processes, documentation and inform tooling decisions to ensure that Atech drive efficiency for our customers and Service Desk Drive SLA adherence, customer sentiment, and service quality Champion technical process ownership and continual service improvement Collaborate closely with our Security Operations Centre (SOC) Resolve recurring issues at the root and deliver measurable improvements Coach and manage team leaders to foster a culture of excellence Own key KPIs including CSAT, escalations, and service efficiency Support seamless customer onboarding and technical integration We want to hear from you if you: Have proven experience leading high-performing IT Service Desk teams with strong capabilities in team leadership, performance management, and stakeholder engagement. Have a deep knowledge of Microsoft cloud technologies – particularly Azure, Modern Workplace, and Microsoft Security – and how they impact service delivery and customer success. Have excellent expertise in leveraging Service Desk management platforms to drive operational efficiency and consistency, aligned with ITIL best practices. Can demonstrate strong commercial acumen with an understanding of how Service Desk operations support business growth and capacity planning. Have a track record of delivering measurable service improvements and operational excellence. Possess outstanding communication, organisational, and mentoring skills, with the ability to lead and inspire a ‘best in class’ service team. What's in it for me? £Attractive package Who you'll be doing it for: Atech part of the Iomart Group is a highly accredited Microsoft Partner who delivers transformed technology with managed services. Our team of certified Microsoft experts align with your team to deliver an excellent service tailored to your individual needs, 24/7/365. Our services support 25,000 users globally and proactively monitor 45,000+ devices in key areas: Azure infrastructure managed service Modern Workplace: Office 365, Microsoft 365, and Azure Virtual Desktop Managed Security and SOC with Microsoft Defender, Sentinel What to do next: Please click apply if you like the sound of this. If you do not have an up to date CV or want to have a chat about the role first please feel free to contact me on careers@iomart.com We’re an equal opportunities employer and want our vacancies to be available to all, so if you need us to make any reasonable adjustments during the process then just let us know.

Responsibilities

The role involves leading and owning the daily operations of the IT Service Desk, focusing on optimizing performance, driving ITIL processes, and ensuring service quality and SLA adherence. This includes championing continual service improvement, resolving recurring issues, and coaching team leaders to foster a culture of excellence.