Full job description

LNJ Recruitment is working on behalf of a growing insurance business to recruit an experienced Technical Service Desk Manager to lead its IT Service Desk function.

This is a key leadership role responsible for delivering a responsive, technically capable and security-aware support service across the business. You will lead a dedicated team of IT support professionals, overseeing day-to-day Service Desk operations across traditional IT support requests as well as cyber and security-related tickets.

Working closely with senior IT and Cyber Security stakeholders, you will act as the operational bridge between users and specialist technical teams, ensuring incidents, service requests and security concerns are effectively triaged, prioritised and resolved.

Key Responsibilities

• Lead the day-to-day operation of the integrated IT Service Desk.
• Manage team workload, resource allocation and skills coverage.
• Ensure incidents, requests and security tickets are correctly triaged, prioritised, escalated and resolved within agreed SLAs.
• Act as the escalation point for high-priority incidents and security-related events.
• Monitor Service Desk performance, queue health, customer satisfaction and operational KPIs.
• Lead, coach and develop a high-performing technical support team.
• Maintain Service Desk procedures, knowledge articles and operational documentation.
• Drive improvements across self-service, automation, knowledge management and user experience.
• Support the effective operation of the ITSM platform, including workflows, reporting and categorisation.
• Work closely with Cyber Security, Infrastructure, Engineering and wider business stakeholders.
• Use operational data and trends to identify recurring issues and implement long-term improvements.
• Ensure IT and security tickets are managed in line with governance, compliance and security requirements.

What We're Looking For

• Proven experience leading a Service Desk, Technical Support or IT Operations team.
• Strong people management experience, including performance management, coaching and workload allocation.
• Strong understanding of Incident, Request, Problem and Major Incident Management.
• Experience working with ITSM platforms, including queues, workflows, SLAs and reporting.
• Strong technical understanding of Microsoft 365, Defender, identity and access management, endpoint technologies and networking.
• Experience managing high-priority incidents and operational escalations.
• Strong analytical skills with the ability to use data to improve service performance.
• Excellent stakeholder management and communication skills.
• Experience managing performance against KPIs, SLAs and operational targets.
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Full job description

Job Title: Service Operations Manager

Location: Bridgend, South Wales

Salary: Competitive

Job Type: Permanent, Full time

Working Hours: Monday to Friday, 9:00am to 5:30pm (flexible hours between 8:00am and 6:00pm)

This is a leadership role for someone who can build brilliant teams, bring structure to a fast-moving service environment, and still understand the technology well enough to challenge decisions, support escalations, and drive meaningful improvement. If you are a people-first leader with a strong technical grounding and the ambition to help shape a growing MSP, this role gives you the platform to make a visible impact.

Who are we:

Flotek Group is one of the fastest-growing technology companies in the UK, delivering IT, Cybersecurity and Communications services to small and medium-sized businesses. With sales and support teams across the country, we are building a service operation that combines technical expertise, commercial focus and genuine care for our partners.

When you join Flotek Group, you join our Purple Army: a collaborative, ambitious team guided by shared values and high standards. We move quickly, learn constantly, recognise great work, and take pride in delivering the kind of service that earns trust and creates a genuine Wow for our partners.

The Role:

As Service Operations Manager, you will be a key member of the Service Leadership Team, responsible for leading and developing specialist IT service functions that deliver world-class outcomes for our partners.

Reporting directly to the Head of Service, you will provide strategic leadership across Service teams, ensuring service excellence, operational efficiency, employee engagement, and continual improvement.

This is a leadership-first role. Your technical background will help you challenge decisions, understand escalations and support your teams, but your biggest impact will come from building high-performing teams, developing future leaders, improving service delivery and creating an environment where people are engaged, accountable and proud of the service they deliver.

You will work closely with Team Leaders, Service Excellence, Project Delivery, Account Management and Senior Leadership to shape a scalable, high-performing service operation as Flotek continues its ambitious growth journey.

Responsibilities:

You will be expected to lead through your Team Leaders, setting clear expectations, coaching consistently, and creating a culture where people understand what great service looks like. The right person will be comfortable having honest conversations, recognising strong performance, supporting development and holding teams accountable in a fair, constructive and consistent way.

• Lead, develop and inspire Team Leaders and operational teams, creating a high-performance culture where people feel supported, challenged, recognised and accountable for delivering exceptional service.
• Build leadership capability across the department through coaching, mentoring, succession planning, structured one-to-ones and regular performance development activity.
• Own service performance across all supported functions, ensuring exceptional customer outcomes, operational excellence and consistent achievement of service targets.
• Act as the senior escalation point for major partner issues, balancing customer experience, employee wellbeing and commercial objectives.
• Define and deliver strategic service improvement initiatives that enhance scalability, efficiency and support Flotek's continued growth.
• Work closely with senior leadership to shape departmental objectives, resource planning, budgets and long-term operational strategy.
• Establish and own KPI frameworks, operational reporting and performance dashboards, providing regular insights and recommendations to Directors and the Senior Leadership Team.
• Ensure effective capacity planning, governance and compliance with company policies, security standards and industry best practice.
• Build strong relationships with key partners and stakeholders, acting as a senior representative of the Service Department during reviews, escalations and critical service events.
• Drive measurable improvements in partner satisfaction, retention and overall service experience through a customer-first approach.
• Lead continual service improvement initiatives through data analysis, root cause investigations and operational reviews.
• Champion innovation, automation and emerging technologies that improve efficiency, employee experience and partner outcomes.
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