Service Desk Operations Lead

Jobtailor; East Midlands; On-site; GBP 60,000 - 90,000; Full time

Job summary

Computacenter is seeking a Lead Service Desk Manager to direct a team delivering first-line IT support across client environments. You will plan workloads, manage escalations and drive service improvements while maintaining strong relationships with client stakeholders.

You will also produce management reports, coach staff through regular reviews and ensure governance of service workflows to meet objectives and quality standards.

Qualifications

• 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.

Responsibilities

• Lead and develop a Service Desk team to deliver first-line IT support.
• Plan workload and allocate resources to meet SLAs.
• Resolve customer escalations promptly to minimise disruption.
• Produce management reports to identify trends and drive improvements.
• Coach and conduct 1:1 sessions, performance reviews and succession planning.
• Maintain knowledge management and governance of service workflows.
• Foster strong relationships with stakeholders and internal teams.

Skills

Team Leadership

Customer Service Management

Data Analysis and Reporting

Stakeholder Management

Service Management Tools

Workload Prioritization

Communication

Escalations Management

Organisational Skills

Relationship Building

Tools

Microsoft Office

Service Management Tools

Business Systems

Job description

Computacenter is seeking a Lead Service Desk Manager to direct a team delivering first-line IT support across client environments. You will plan workloads, manage escalations and drive service improvements while maintaining strong relationships with client stakeholders.

You will also produce management reports, coach staff through regular reviews and ensure governance of service workflows to meet objectives and quality standards.