Cloud Service Desk Manager

Atech is looking for a driven and accountable Team Manager to lead the daily operations of its Cloud Service Desk. This role plays a critical part in delivering consistent, high‑quality support to customers while fostering a culture of responsiveness, professionalism, and technical excellence within the team. The Team Manager is responsible for ensuring smooth day‑to‑day service desk performance, meeting SLA targets, and enhancing customer satisfaction across all interactions.

The role involves ownership of technical processes and alignment with business goals, with a strong focus on continuous service improvement. The Team Manager will proactively identify and implement enhancements, resolve the root causes of recurring issues, and introduce automation where appropriate to deliver measurable service gains. Collaboration with Atech’s Security Operations Centre (SOC) is essential to ensure integrated incident response and seamless service delivery for customers subscribed to Guardian security services.

This is a hands‑on leadership role requiring a proactive mindset, operational oversight, and a commitment to driving service excellence across the Service Desk function.

• Oversee day‑to‑day operations of the service desk.
• Monitor and report on service desk performance against SLAs and KPIs.
• Develop and maintain service desk processes and documentation.
• Lead and mentor service desk staff, including training and development.
• Collaborate with other teams to improve service delivery.
• Perform at least one Major Incident simulation/process run – through per quarter.
• Support TAM/CSM function for customer SRMs as required.
• “Own” one of the ITIL processes – Change, Incident or Problem Management.
• Alongside the Team Leader, perform at least one Major Incident simulation/process run‑through per quarter.
• Act as the initial escalation point for all customer queries and concerns.
• Champion innovation and continuous improvement, and foster this culture within your team.

• Identify recurring incidents and conduct root cause analysis for long‑term resolution.
• Ensure that all Major incidents are correctly categorised and flagged to the wider business. Act as Incident Manager, organising the incident team, conducting bridge calls and assisting with customer comms.
• Identify opportunities where we can utilise automation in service to enhance efficiency and increase capacity.

• Line manage all Senior Cloud Technicians and Team Leaders, conduct regular monthly 1‑2‑1s and ensure growth opportunities are identified to promote from within as required.
• Ensure that Engineers take time for training in order to continue to develop the team technical knowledge, MS certifications and ability to promote.>
• Foster a culture of accountability, collaboration and continuous improvement.
• Manage and monitor individual team member performance against OKRs, reinforcing successes, and initiating performance management where appropriate.

• Onboarding – support and manage the onboarding of new customers or services, working with Projects to ensure sufficient handover to Support, and that ways of working have been documented and discussed with the customer.
• Documentation – create or contribute to documentation where necessary relating to support, standing tasks or processes related to our managed services.
• Report in to Customer Operations Manager at monthly meetings and at Services Stand‑ups. You must also flag any tickets that you require assistance with or need to elevate due to customer sentiment.
• Work alongside the Security teams to ensure that our customers incidents are handled efficiently and effectively, and to deliver seamless service between Technical Service and Security.

• Have 5+ years of experience in IT support or service desk roles, with at least 2–3 years in a leadership or supervisory capacity.
• Have a proven track record in managing incident, problem, and change management processes within ITSM frameworks.
• Have experience with ticketing systems and service desk tooling.
• Hold Technical Knowledge:
  Understanding of networks, operating systems,…