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For Companies At a Glance
- Tasks: Lead and optimise the daily performance of our IT Service Desk.
- Company: Atech, part of the Iomart Group, is a top Microsoft Partner delivering managed services.
- Benefits: Enjoy a competitive salary, benefits package, and opportunities for professional growth.
- Why this job: Join a dynamic team focused on service innovation and operational excellence in tech.
- Qualifications: Proven experience in leading IT Service Desk teams and deep knowledge of Microsoft cloud technologies required.
- Other info: We're an equal opportunities employer and support reasonable adjustments during the hiring process.
The predicted salary is between 43200 - 72000 £ per year.
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 a Customer Operations Manager to lead and optimise the daily performance of our high-impact IT Service Desk.
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?
£Competive salary and benefits 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.
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Customer Operations Manager employer: iomart Group
Contact Detail:
iomart Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Operations Manager
✨Tip Number 1
Familiarise yourself with ITIL processes and Microsoft cloud technologies, especially Azure and Modern Workplace. This knowledge will not only help you understand the role better but also allow you to speak confidently about how you can drive operational excellence during interviews.
✨Tip Number 2
Showcase your leadership skills by preparing examples of how you've successfully managed high-performing teams in the past. Be ready to discuss specific challenges you faced and how you overcame them to improve service delivery.
✨Tip Number 3
Research Atech and its services thoroughly. Understanding their customer base and the specific challenges they face will enable you to tailor your discussions around how you can contribute to their success and enhance customer satisfaction.
✨Tip Number 4
Prepare to discuss measurable improvements you've implemented in previous roles. Highlighting your ability to drive KPIs like CSAT and service efficiency will demonstrate your alignment with Atech's goals and your potential impact on their operations.
We think you need these skills to ace Customer Operations Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience in leading IT Service Desk teams and your knowledge of Microsoft cloud technologies. Use specific examples that demonstrate your operational excellence and service improvements.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service and operational efficiency. Mention how your skills align with the role's requirements, particularly your experience with ITIL processes and team leadership.
Highlight Relevant Achievements: In your application, focus on measurable achievements from your previous roles. For instance, discuss how you improved service quality or customer satisfaction scores, as these metrics are crucial for this position.
Showcase Communication Skills: Since the role requires outstanding communication and mentoring skills, provide examples of how you've successfully led teams and engaged stakeholders. This will help demonstrate your fit for the leadership aspect of the role.
How to prepare for a job interview at iomart Group
✨Showcase Your Leadership Skills
As a Customer Operations Manager, you'll need to demonstrate your ability to lead high-performing teams. Prepare examples of how you've successfully managed teams in the past, focusing on performance management and stakeholder engagement.
✨Highlight Technical Expertise
Make sure to discuss your deep knowledge of Microsoft cloud technologies, especially Azure and Modern Workplace. Be ready to explain how these technologies have impacted service delivery and customer success in your previous roles.
✨Emphasise Service Improvement Achievements
Prepare to share specific instances where you've delivered measurable service improvements. Use metrics and KPIs to illustrate your impact on service quality and operational efficiency, as this will resonate well with the interviewers.
✨Demonstrate Communication and Mentoring Skills
Since this role involves coaching team leaders, be prepared to discuss your mentoring style. Share examples of how you've inspired and developed team members, fostering a culture of excellence within your teams.
