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For Companies At a Glance
- Tasks: Lead a team, manage escalations, and drive service improvements in a dynamic environment.
- Company: Join Computacenter, a leader in IT services and solutions, known for innovation and excellence.
- Benefits: Enjoy competitive pay, career growth opportunities, and a supportive work culture.
- Why this job: Make an impact by enhancing customer service and driving operational success in a tech-savvy team.
- Qualifications: Experience in managing IT service desks and excellent communication skills are essential.
- Other info: This is a full-time role with opportunities for professional development.
The predicted salary is between 42000 - 60000 £ per year.
Join to apply for the Service Desk Manager role at Computacenter
Direct message the job poster from Computacenter
What you’ll do
- Provide secondary point of contact for escalations, issues or complaints for a contractual services team
- Provide single point of contact for assigned integration activities, or expansion of services
- Responsible for execution of the Service (continuous) Improvement Plans
- Support the Team Leaders via coaching and mentoring
- Support the Team Leaders by setting business objectives and targets
- Share good practice processes and successes with the operational teams
- Management of escalations as per the company escalation matrix
- Management of Service Desk Forecast against agreed budget
- Responsible for commercial compliance i.e. KPI deliverables
- Support the Team Leaders in driving Performance Management, Scheduled Adherence & Utilisation
- Support cost reduction initiatives within the Service Desks
What you’ll need
- The ability to demonstrate an in-depth knowledge of all aspects of technical service desks
- Experience of leading and managing a customer service function within a large organisation
- Experience in managing IT Service Desk Client driven SLA’s as well as internal KPI designed to drive productivity and efficiency
- Previous experience of managing a team
- Excellent communication skills at all levels along with building and maintaining relationships at all levels with customers, account teams and staff
- Demonstrate knowledge of people and operational management issues
- Ability to obtain security clearance
- The ability to demonstrate experience in a customer facing role within the IT industry
- Business Knowledge and commercial awareness
- Demonstrate experience and understanding in an IT industry
Seniority level
- Mid-Senior level
Employment type
- Full-time
Job function
- Information Technology, Management, and General Business
Industries
- Information Technology & Services and Computer and Network Security
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Operations Manager employer: Computacenter
Contact Detail:
Computacenter Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Operations Manager
✨Tip Number 1
Familiarise yourself with the specific challenges and trends in the IT service desk industry. Understanding current issues can help you engage in meaningful conversations during interviews and demonstrate your knowledge of the field.
✨Tip Number 2
Network with professionals already working in operations management or IT service desks. Attend industry events or join relevant online forums to connect with potential colleagues and learn about their experiences, which can provide valuable insights for your application.
✨Tip Number 3
Prepare to discuss specific examples of how you've successfully managed teams and improved service delivery in previous roles. Highlighting your achievements will show that you have the practical experience needed for the Operations Manager position.
✨Tip Number 4
Research Computacenter's values and recent projects. Tailoring your conversation to align with their goals and demonstrating your enthusiasm for their work can set you apart from other candidates during the interview process.
We think you need these skills to ace Operations Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in managing IT service desks and customer service functions. Use specific examples that demonstrate your ability to meet SLAs and KPIs.
Craft a Compelling Cover Letter: In your cover letter, address how your skills align with the responsibilities of the Operations Manager role. Mention your experience in coaching and mentoring team leaders, as well as your approach to continuous improvement.
Showcase Communication Skills: Since excellent communication is key for this role, provide examples in your application that illustrate your ability to build relationships at all levels. Highlight any experience you have in managing escalations and resolving issues.
Highlight Commercial Awareness: Demonstrate your understanding of commercial compliance and cost reduction initiatives in your application. Discuss any previous experiences where you successfully managed budgets or improved operational efficiency.
How to prepare for a job interview at Computacenter
✨Showcase Your Leadership Skills
As an Operations Manager, you'll need to demonstrate your ability to lead and manage a team effectively. Prepare examples of how you've successfully coached and mentored team members in the past, and be ready to discuss your approach to setting business objectives and targets.
✨Understand Service Desk Operations
Familiarise yourself with the key aspects of technical service desks, including SLAs and KPIs. Be prepared to discuss your experience in managing these elements and how you can contribute to continuous improvement plans within the organisation.
✨Communicate Effectively
Excellent communication skills are crucial for this role. Practice articulating your thoughts clearly and confidently, especially when discussing complex issues or escalations. Think about how you can build and maintain relationships with various stakeholders.
✨Demonstrate Commercial Awareness
Show that you understand the business side of operations management. Be ready to discuss how you've contributed to cost reduction initiatives and how you can ensure commercial compliance with KPI deliverables in your previous roles.
