Service Desk Operations Manager

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

• 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

Computacenter is a leading independent provider of IT infrastructure services, with about 21,000 employees worldwide. We work at the heart of digitisation, advising organisations on IT strategy, implementing the most appropriate technology and managing our customers’ infrastructures. We offer a friendly, open working environment without too much fuss about hierarchy. We are looking for professionals with diverse competencies, personalities and strengths who want to live our shared value of teamwork and performance. Interested in joining a company with a strong sense of community? We’re growing. We’re hiring. We encourage. We empower. We support. #winningtogether #peoplematter

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