Head of Operations

Company Overview:

Established in 2006, FluidOne is an award-winning provider of Connected Cloud Solutions with a £110m turnover and focus on customer service, consistently achieving one of the highest Net Promoter Scores (NPS) in the industry, securing 82 for June 2025. Underlying its services is FluidOne’s national fibre network, Platform One, which is the most connected network in the UK. FluidOne has a strong company culture enjoyed by 480 staff and was ranked in the top 50 Best Companies to work for in the UK awards 2023 and in the top 25 Technology companies to work for in the UK.

FluidOne supports the needs of 2,000+ customers, including 200 channel resellers, with IT and Cyber Security managed services underpinned by connectivity and communications solutions. A comprehensive managed service provider (MSP), FluidOne has in-house experts that specialise in providing solutions ranging from IT security and disaster recovery, to cloud hosting and Microsoft licence management. As AI becomes a core enabler of innovation, FluidOne’s vision is to lead the way in secure AI adoption, combining innovative Connected Cloud solutions with unmatched expertise and service, empowering businesses to thrive confidently in the AI era. The company consults with its customers to design solutions that complement their in-house IT structures; taking complex hybrid multi-site environments, to make them simple and secure, so end-users can access their business applications wherever they are.

FluidOne delivers tailored IT solutions across a broad customer base, structured to meet the specific needs of different market segments. For small and medium-sized businesses (SMBs), FluidOne provides comprehensive IT support through its branch network, delivering localised, expert services that ensure security, efficiency, and scalability, providing individual solutions and fully comprehensive managed services. For enterprise clients, FluidOne offers advanced solutions that manage costs, risks and optimise organisational operational performance, providing everything from design and delivery to ongoing support. Specialising in Data & AI (D&AI), managed services, and cloud transformation, FluidOne’s toolkit includes consulting-led services that help enterprises harness the power of artificial intelligence while maintaining robust compliance and security. FluidOne’s dual-structured approach ensures all customers—from growing SMBs to large, complex enterprises—benefit from trusted, innovative, and future-ready IT services.

Led by CEO Russell Horton, co-founder Chris Rogers (who started the business in 2006), CFO Graham Dickie - the management team is backed by Livingbridge to support their ambitious long-term strategy.

Role Overview:

As Head of Operations – Camberley Branch IT MSP – You will be responsible for the leadership, performance, and continuous improvement of our Tier 1 & Tier 2 support functions. 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).

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.
• 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.

Requirements:

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 after probationary period:

• Subsidised health and dental care
• Employee Assistance Programme (EAP)
• Life assurance (3x salary)
• Discount platform
• Pension contribution – 5% company contribution
• Generous holiday entitlement
• One day off for birthday
• Half price internet connectivity
• Ride2Work scheme
• Department incentives
• Volunteer day scheme

Send CV with covering letter to [email protected] with the job title as the subject field.

FluidOne is an equal opportunities provider and welcomes applications regardless of sex, marital status, ethnic origin, disability, religion, sexual orientation, or age.