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Service Desk Operations Manager
ComputacenterTeam Leader / Operations Manager leading a Service Desk team at Computacenter, focusing on service excellence and employee engagement. Responsible for customer support operations in Derby, UK.
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong leadership in managing Service Desk teams, focusing on employee development, customer service excellence, and operational efficiency. Proficient in data analysis and reporting to drive continuous improvement and meet service quality standards.
Highest-signal resume keywords
Team LeadershipCustomer Service ManagementData Analysis and ReportingStakeholder ManagementService Management Tools
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Data AnalysisReport ProductionService ImprovementWorkload PrioritizationOperational Decision-Making
Soft Skills
People LeadershipCoachingCommunicationRelationship BuildingTeam Culture Promotion
Tools & Technologies
Microsoft OfficeService Management ToolsBusiness Systems
Industry Keywords
Service DeskHelp DeskIT SupportManaged Service ProviderCustomer Support
About the role
Key responsibilities & impact- 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
Requirements
What you’ll need- 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
Benefits
Comp & perks- Develop people
- Strong customer relationships
- Drive service excellence
- Employee development
- Team engagement