Service Desk Operations Manager

• 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

• 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

Core Competencies

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 Leadership
• Customer Service Management
• Data Analysis and Reporting
• Stakeholder Management
• Service Management Tools

ATS Optimization Keywords

Hard Skills

• Data Analysis
• Report Production
• Service Improvement
• Workload Prioritization
• Operational Decision-Making

Soft Skills

• People Leadership
• Coaching
• Communication
• Relationship Building
• Team Culture Promotion

Industry Keywords

• Service Desk
• Help Desk
• IT Support
• Managed Service Provider
• Customer Support

Tools & Technologies

• Microsoft Office
• Service Management Tools
• Business Systems