Computacenter
Service Desk Operations Manager
How your CV stacks up
Upload your CV to see how well it fits this job role
?%
Life on the team
We are looking for a people-focused Team Leader / Operations Manager to lead a Service Desk team supporting one of Computacenter's key customer accounts in Derby.
You will be responsible for leading a team of Service Desk Analysts delivering first-line support and service requests while maintaining high levels of customer satisfaction and team engagement. This is a fantastic opportunity for an experienced Service Desk Team Leader or Service Desk Manager who enjoys developing people, building strong customer relationships and driving service excellence.
As part of Computacenter's customer-facing delivery organisation, you will play a key role in ensuring operational performance, service quality and employee engagement while working closely with customer stakeholders and internal delivery teams.
What you'll do
- Lead and develop a team of Service Desk Analysts delivering first-line support services
- Produce and analyse management reports to identify trends and drive continuous improvement
- Resolve customer escalations in a timely manner, minimising business disruption
- Plan and distribute workload to ensure service levels and business objectives are achieved
- Build and maintain strong relationships with customer stakeholders and internal teams
- Conduct performance reviews, coaching sessions and regular one-to-one meetings
- Support employee development, succession planning and skills growth across the team
- Manage resource requirements, retention and attrition within the service
- Ensure knowledge management processes are maintained and service quality standards are met
- Promote a positive team culture and act as a role model for colleagues
- Maintain governance of service workflows, queues and operational processes
- Manage operational delivery in line with Computacenter policies and customer expectations
Reasons to use Rodeo
Start with a chat, not a search bar
Grad scheme, placement, apprenticeship? Not sure what you want yet — that's fine. Your agent talks it through with you and turns "I have no idea" into a shortlist.
It searches the market for you
Every day your agent scans the market matching roles against what actually matters to you, not just keywords on a CV.
Only hits
No noise. No "maybe this fits." Just roles with a clear explanation of why they're right — and where to focus when applying.
What you'll need
Get help with your application
Your very own career expert that helps elevate your application to the next level.
- Previous experience leading teams within a Service Desk, Help Desk or IT Support environment
- Experience working within a managed service provider or customer support environment
- Strong people leadership skills with a proven ability to motivate, coach and develop teams
- Excellent customer service and stakeholder management skills
- Strong communication skills, both written and verbal
- Experience managing customer escalations and driving service improvements
- Ability to analyse data, produce reports and make informed operational decisions
- Strong organisational and workload prioritisation skills
- Good knowledge of Microsoft Office applications
- Experience working with service management tools and business systems
- A collaborative and supportive leadership style
- Ability to build strong working relationships across technical and business teams
“It took my CV and asked me questions relevant to understanding what kind of jobs to suggest for me. Suggestions were almost perfect. Jobs were exactly what I’ve been looking for.”
Jessica, London
Skills
Location