We are seeking a driven and people-focused Operations Manager to lead our 1st Line Support Service Desk. This is a management role, not a technical one. You will be responsible for the day-to-day running of the service desk, ensuring the team delivers a professional, efficient, and client-centred service.
You will manage a team of junior support agents, providing clear direction, structure, and development. You will instill a professional culture, where discipline and accountability are prominent, while also acting as a coach, encouraging continuous improvement and learning as your team start their careers. You will create an environment in which team members feel supported by you, the organization and their peers to perform at their best.
This is a high-visibility role. The clients supported by this service desk are major strategic accounts for Atos, and the performance reflects the quality of Atos’s UK sovereign IT delivery. The Operations Manager is therefore expected to uphold the highest professional standards in everything they do.
Key Responsibilities
Team Leadership & Management
- Set clear expectations, standards and goals
- Lead, motivate and develop
- Escalations
- Employee Relations
Service Delivery & Performance
- Deliver agreed SLAs
- Monitor and improve performance
- Client Satisfaction
- Best practices and Quality Standards
People Development & Culture
- Adherence to Apprenticeship programmes
- Maintain a positive, inclusive, and professional working environment.
Operational Excellence
- Manage performance concerns and disciplinary matters
- Champion Atos values and expected behaviours.
Skills & Experience
- Proven experience in managing a team, ideally in a customer service, contact centre, or operational environment.
- Strong people management skills — capable of leading, motivating, and developing junior team members.
- Highly organised, with the ability to manage competing priorities, workloads, and deadlines.
- Excellent interpersonal and communication skills — confident engaging with both team members and senior stakeholders.
- A disciplined approach to management — comfortable setting expectations and managing performance formally and informally.
- Resilient under pressure, with a calm and professional demeanour in a fast-paced environment.
- Eligibility to obtain UK Security Clearance (5 years’ continuous UK residency required).
- Participate in stakeholder meetings, service reviews
- Identify and drive continual service improvement initiative
- Compliance with all relevant operational policies and procedures
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