IT Customer Service Manager

Come and join the Customer Service team at Storm Technology (a Littlefish Company)! Work location: UK or Ireland (Flexible Hybrid). Salary: Market Competitive.

Here at Storm Technology, part of the Littlefish Group, we're passionate about helping organisations maximise the value of their technology investments. As a leading Microsoft Solutions Partner, we work with clients across Ireland and the UK to deliver innovative business solutions, managed services, and digital transformation programmes that make a real difference.

Following an exciting period of growth, we're looking for an experienced Customer Service Manager to lead our Customer Service function. This is a fantastic opportunity for a customer-focused leader who enjoys building high-performing teams, driving service excellence, and developing strong client relationships.

The role and what you'll be getting up to on a day-to-day basis:

• As Customer Service Manager, you'll play a critical role in ensuring that our customers receive an exceptional support experience.
• You'll lead a team of Support Consultants and Engineers, oversee customer support operations, and act as a key escalation point for stakeholders.
• This is a highly visible leadership role that combines people management, customer relationship management, service delivery oversight, and continuous improvement.

You Will be:

• Leading, motivating, and developing a team of Support Consultants and Engineers within the Customer Service Practice.
• Taking ownership and accountability for the successful delivery of customer support services.
• Ensuring the smooth transition of projects into the support function following implementation.
• Managing team utilisation, workloads, and resource allocation to ensure service levels are consistently met.
• Monitoring, reporting, and driving performance against key customer service and operational KPIs.
• Acting as the primary escalation point for customer issues and ensuring timely resolution of complex support challenges.
• Building strong, trusted relationships with customers and maintaining high levels of customer satisfaction.
• Gathering and communicating customer feedback to help shape service improvements and future project delivery.
• Coaching, mentoring, and supporting team members to maximise performance and professional development.
• Developing and maintaining customer service processes, policies, and quality standards.
• Collaborating closely with Storm's functional and technical consultancy teams to ensure seamless service delivery.
• Contributing to continuous improvement initiatives that enhance customer experience, operational efficiency, and service quality.

What we're looking for:

We're looking for a passionate people leader who combines outstanding customer service skills with strong operational management experience.

Essential skills and experience:

• Extensive experience in a Customer Service, Customer Success, Service Delivery, or Support Management role.
• Proven experience leading, developing, and motivating high-performing teams.
• Strong customer relationship management skills with the ability to manage stakeholder expectations and resolve complex issues.
• Experience managing service delivery environments and operational performance metrics.
• Strong Microsoft application skills, particularly Microsoft Dynamics 365/CRM and Excel.
• Excellent communication and interpersonal skills with the ability to engage effectively at all levels.
• Strong analytical and problem-solving abilities.
• Experience developing processes, policies, and best practice approaches to service management.
• Demonstrated ability to manage competing priorities in a fast-paced environment.
• Commercial awareness and experience managing budgets and resources effectively.
• Proactive, results-driven, and committed to delivering exceptional customer outcomes.

Desirable skills and experience:

• Degree-level qualification.
• Postgraduate qualification or ongoing professional development.
• Knowledge of ITIL principles.
• ITIL certification.
• Experience within a technology, managed services, or IT consultancy environment.
• Experience supporting Microsoft-based business solutions.

Here at Storm Technology, part of the Littlefish Group, we aim to be somewhere everyone can be themselves. We are committed to encouraging a diverse and inclusive community where everyone, irrespective of who they are or their background, can feel equal and supported.

We encourage applications from people of all backgrounds. Please get in touch if you require any adjustments during the recruitment process, and we'll be happy to support you.

If you're passionate about customer excellence, people leadership, and delivering outstanding service experiences, we'd love to hear from you.