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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Service Desk Operations Manager - **Company:** Computacenter PLC - **Location:** Derby, UK - **Contract:** Permanent contract - **Skills:** Business Systems, Knowledge Management - **Published:** July 25, 2026 - **Apply:** https://uk.indeed.com/viewjob?jk=b4cebb23221fc930 ## About the Role * 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 ## Description 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 ## Related Videos - [Systems Thinking for Performance: How to Diagnose and Fix Slow Systems without Guessing](https://www.wearedevelopers.com/videos/2103-systems-thinking-for-performance-how-to-diagnose-and-fix-slow-systems-without-guessing) - [Same Tower, New Confusion: The Tower of Babel 2.0](https://www.wearedevelopers.com/videos/100101-same-tower-new-confusion-the-tower-of-babel-2-0) - [APIs and Architecture for scaling omnichannel payments](https://www.wearedevelopers.com/videos/90-apis-and-architecture-for-scaling-omnichannel-payments) - [Successful talent development: A joint journey of executives and talents](https://www.wearedevelopers.com/videos/1002-successful-talent-development-a-joint-journey-of-executives-and-talents) - [How to be balanced in a software development team](https://www.wearedevelopers.com/videos/66-how-to-be-balanced-in-a-software-development-team) - [Strong decisions - decisive distinctions between digital and analog aspects](https://www.wearedevelopers.com/videos/1687-strong-decisions-decisive-distinctions-between-digital-and-analog-aspects) ## Related Articles - [Best Companies to work for in London: Top 25 Companies in 2023](https://www.wearedevelopers.com/magazine/187-best-companies-to-work-for-in-london-top-25-companies-in-2023) - [UK Business Culture and Etiquette](https://www.wearedevelopers.com/magazine/326-uk-business-culture-and-etiquette) - [Should Tech Managers Be Developers First? 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