FluidOne

Company Overview Established in 2006, FluidOne is an award-winning provider of secure Connected Cloud Solutions with a £110m turnover and consistently one of the highest Net Promoter Scores (NPS) in the industry. FluidOne has a strong company culture enjoyed by 500 staff and was ranked in the UK top 50 large companies to work for in the Best Companies awards 2023. FluidOne supports the needs of 2,400 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. Role Overview: Your primary focus will be to provide 1st line support to FluidOne s customer base. As the first point of contact within our Network Operating Centre you will employ your interpersonal skills combined with technical knowledge to help resolve or escalate customer issues. This job would be perfect for someone with experience within a similar role looking for a new challenge but also presents itself as a fantastic opportunity for someone looking for a break into the IT industry. With focus on connectivity and networking, you will be fully supported and trained to gain the knowledge and skills required to reach your potential within this role, opening doors for progression within our expanding company. Responsibilities: First point of contact for support enquiries within FluidOne s Network Operations Centre by phone, email and client portal Responsible for working within the support team and escalating problems to the necessary engineers Logging details of faults in our ticketing system, diagnosing and resolving faults. Coordinating tests and troubleshooting with clients to resolve technical faults. Liaising with vendors, suppliers and partners to resolve technical faults. Keeping clients well informed on progress of support tickets, by phone and email Reaching resolution of incidents within SLA and to the quality standards demanded by FluidOne s policies. Providing occasional remote hands assistance to customers or our Network Operations team at customer site or at FluidOne datacentres Ensuring all tasks are completed in a timely manner and within defined KPIs, OLAs and SLAs Upholding FluidOne s Service Teams Unified Service Standards Adhering to quality communication standards defined by FluidOne. Adhering to FluidOne s Security and Data Protection and confidentiality Clauses Undertaking any other duties deemed suitable by management. Maintaining job related training as required by management. Requirements: Demonstrates excellent written and verbal communication skills. Demonstrates good organisational skills. Has a strong enthusiasm for technology and delivering world class customer service. Is a strong team player. Desirable: Awareness of OSI model. Awareness of ITIL framework. Awareness of WAN/MPLS technologies. Experience working within a service desk environment. Experience with working with ISP suppliers. Knowledge of BT infrastructure, support processes and systems. 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

Company Overview: FluidOne is a leading provider of award-winning Connected Cloud Solutions with a £110m turnover. Backed by its highly connected national network Platform One FluidOne delivers secure, scalable IT, Cyber Security, and Communications solutions to over 2,000 customers across the UK. With 480 staff and recognition as a Top 50 UK Best Company to Work For (2023), we pride ourselves on outstanding service, technical expertise, and a dynamic, people-first culture. 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. Key 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 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. Skills & Experience 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 (post-probation): Subsidised health & dental care Life assurance (3x salary) Employee Assistance Programme (EAP) 5% employer pension contribution 25+ days holiday + birthday off Half-price broadband Discount platform & Ride2Work scheme Team incentives and regular training Volunteer day scheme