Role: Service Operations Manager

Location: Hereford | On-site, 5 days per week

Salary: £30,000 – £40,000 + benefits

Benefits: 25 days holiday, private healthcare, professional development, and training support

Our client, a leading managed IT services provider, is hiring a Service Operations Manager to oversee and run their busy service desk function. This is a hands-on leadership role where you’ll manage a team of service desk analysts and ensure the highest levels of customer satisfaction across all support operations.

This is an excellent opportunity for someone from a strong customer service or operations background who’s looking to step into the technology sector, or take on a new challenge leading service delivery in a fast-paced environment.

What you’ll do

• Lead, motivate, and manage the service desk team to deliver outstanding customer support
• Oversee daily operations, ensuring all tickets are prioritised, escalated, and resolved efficiently
• Maintain and improve service performance against SLAs and customer expectations
• Act as a key point of contact for escalations, ensuring timely and effective communication
• Identify opportunities to improve processes and enhance the customer experience

You’ll work closely with senior management and technical specialists to ensure seamless service delivery and uphold the organisation’s reputation for quality and reliability.

What we’re looking for

• Proven experience in a customer service, operations, or team leadership role
• Strong people management and communication skills
• Ability to thrive in a fast-paced, client-facing environment
• Passion for delivering exceptional customer experiences
• Interest in technology or IT support (previous industry experience not essential)

The ideal candidate will bring a proactive mindset, natural leadership qualities, and a genuine passion for service excellence.

Why join?

• Lead a talented, friendly, and motivated service desk team
• Gain exposure to the fast-growing IT and technology services sector
• Develop your skills through ongoing training and certification opportunities
• Join a collaborative and customer-focused organisation