Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Lead and improve IT service delivery for our Camberley Branch.
- Company: Join FluidOne, an award-winning provider of Connected Cloud Solutions.
- Benefits: Enjoy health care, life assurance, pension contributions, and generous holiday.
- Why this job: Make a real impact in a dynamic tech environment focused on innovation.
- Qualifications: 5+ years in IT service desk operations with proven leadership skills.
- Other info: Be part of a top-rated company with excellent career growth opportunities.
The predicted salary is between 48000 - 72000 £ per year.
Head of Service – Camberley Branch IT MSP
Location:
Report to:
Group Operations Director
Hours:
Perm 37 hours a week (Mondays to Thursdays 9 am-5.30 pm, Fridays 9 am-5 pm)
FluidOne is an equal opportunities provider and welcomes applications regardless of sex, marital status, ethnic origin, disability, religion, sexual orientation, or age.
Company Overview:
Established in 2006, FluidOne is an award-winning provider of Connected Cloud Solutions with a £110mturnover and focus on customer service, consistently achieving one of the highest Net Promoter Scores (NPS) in the industry, securing 84 for August 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 460 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 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.
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 wider 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.
Requirements
- 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.
- 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)
- Pension contribution – 5% company contribution
- 25+ days holiday + birthday off
- Half price internet connectivity
- Team incentives and regular training
How To Apply
Send CV with covering letter to recruitment@fluidone.com 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.
#J-18808-Ljbffr
Head of Service – Camberley Branch IT MSP employer: FluidOne
Contact Detail:
FluidOne Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Service – Camberley Branch IT MSP
✨Tip Number 1
Network like a pro! Get out there and connect with people in the industry. Attend events, join online forums, or even hit up LinkedIn. The more people you know, the better your chances of landing that Head of Service role.
✨Tip Number 2
Show off your skills! Prepare a portfolio or case studies that highlight your achievements in IT service management. When you get the chance to chat with potential employers, share these stories to demonstrate how you can add value to their team.
✨Tip Number 3
Practice makes perfect! Before any interviews, do some mock sessions with friends or mentors. Focus on common questions for management roles and be ready to discuss your leadership style and how you handle challenges in a high-volume MSP environment.
✨Tip Number 4
Apply through our website! We love seeing applications come directly from candidates who are genuinely interested in joining FluidOne. It shows initiative and enthusiasm, which are key traits we look for in our future Head of Service.
We think you need these skills to ace Head of Service – Camberley Branch IT MSP
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Head of Service role. Highlight your experience in IT service desk operations and management, focusing on how you've led teams and improved service delivery.
Craft a Compelling Cover Letter: Your cover letter should tell us why you're the perfect fit for FluidOne. Share specific examples of your leadership skills and how you've driven operational excellence in previous roles.
Showcase Your ITIL Knowledge: Since ITIL is key for this role, make sure to mention your ITIL certifications and any practical experience you have with ITIL best practices. We love seeing how you've applied this knowledge in real-world scenarios.
Apply Through Our Website: We encourage you to apply through our website for a smoother application process. It helps us keep track of your application and ensures you don’t miss out on any important updates!
How to prepare for a job interview at FluidOne
✨Know Your ITIL Inside Out
Since the role requires a strong understanding of the ITIL framework, make sure you brush up on its principles and best practices. Be ready to discuss how you've implemented ITIL in past roles and how it can enhance service delivery.
✨Showcase Your Leadership Skills
As you'll be managing a team of around 20 people, it's crucial to demonstrate your leadership experience. Prepare examples of how you've successfully led teams, resolved conflicts, and driven performance improvements in previous positions.
✨Understand the Company Culture
FluidOne prides itself on its strong company culture and customer service ethos. Familiarise yourself with their values and be prepared to discuss how your personal values align with theirs. This will show that you're not just a fit for the role, but for the company as well.
✨Prepare for Bid Management Questions
Given that bid management is a key responsibility, think about your experience in this area. Be ready to discuss specific bids you've managed, the strategies you employed, and how you collaborated with sales and technical teams to secure enterprise-level customers.
