At a Glance
- Tasks: Lead the Service Desk team to deliver top-notch IT support and improve customer experience.
- Company: Join DXC Technology, a leader in tech with a focus on inclusivity and collaboration.
- Benefits: Enjoy a permanent, full-time role with competitive pay and a supportive work environment.
- Other info: Be part of a diverse team that values growth, wellbeing, and continuous improvement.
- Why this job: Make a real impact by enhancing IT services and driving innovation in a dynamic setting.
- Qualifications: Experience in IT service management and a passion for customer satisfaction are essential.
The predicted salary is between 50000 - 65000 £ per year.
Location: Farnborough, Hampshire, UK
Employment Type: Permanent, Full-Time
Security Clearance: Developed Vetting (DV) - Essential
DXC Technology is seeking a highly skilled Master Scheduler to support delivery across a secure, high-profile client environment. This is a critical role responsible for developing, maintaining, and assuring integrated project and programme schedules, ensuring alignment across multiple workstreams, dependencies, and stakeholders.
At DXC Technology, we are committed to creating an inclusive workplace where everyone can thrive. We actively encourage applications from neurodiverse individuals, women, and other underrepresented groups in technology.
Key Responsibilities
- Service Delivery & SLA Management
- Own end-to-end Service Desk operations, ensuring all agreed Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) are consistently met or exceeded.
- Monitor and report on service performance metrics including First Contact Resolution (FCR), Average Handle Time (AHT), Customer Satisfaction (CSAT), Net Promoter Score (NPS), abandonment rates, and ticket volumes.
- Manage incident escalation processes to minimise business impact and ensure timely resolution.
- Conduct regular service reviews with stakeholders, presenting performance data, trend analysis, and improvement plans.
- Ensure accurate and timely production of daily, weekly, and monthly operational reports.
- Manage service desk budgets, forecasting costs, and identifying cost optimisation opportunities.
- Oversee vendor and third-party supplier relationships relevant to Service Desk tooling and services.
- Ensure Business Continuity and Disaster Recovery plans are in place and tested for the Service Desk function.
- ITIL Best Practice
- Ensure Service Desk operations are aligned with ITIL 4 frameworks, specifically Incident Management, Request Fulfilment, Knowledge Management, Problem Management, and Service Request Management.
- Maintain and improve standard operating procedures (SOPs), work instructions, runbooks, and knowledge articles.
- Drive adoption of ITIL processes across the team, ensuring consistent and repeatable service delivery.
- Support Major Incident Management (MIM) and contribute to Problem Management activities to reduce repeat incidents.
- Ensure effective Change Enablement awareness within the team to minimise change-related incidents.
- Govern the Service Catalogue, ensuring offerings are current, clearly defined, and aligned to business needs.
- Ensure compliance with Information Security Management policies and data protection regulations (e.g., GDPR).
- Customer Experience
- Champion a customer-first culture across the Service Desk team, embedding customer experience into every interaction.
- Analyse customer feedback (CSAT/NPS) and implement targeted improvements based on insights.
- Ensure professional, empathetic, and efficient communication at all customer touchpoints — phone, email, chat, portal, and walk-up.
- Build and maintain strong relationships with key business stakeholders through regular engagement.
- Act as the escalation point for customer complaints, ensuring swift and satisfactory resolution within agreed timeframes.
- Design and implement customer journey mapping to identify pain points and optimise the support experience.
- Develop and maintain a communication strategy for planned outages, service changes, and major incidents.
- Establish and monitor Voice of the Customer (VoC) programmes to capture qualitative and quantitative feedback.
- Continual Service Improvement (CSI)
- Identify, propose, and implement service improvements through data-driven analysis and trend identification.
- Maintain a CSI register, tracking improvement initiatives from identification through to realisation of benefits.
- Leverage automation, AI, and self-service opportunities to improve efficiency and user experience.
- Conduct root cause analysis on SLA breaches and recurring issues, implementing corrective and preventive actions.
- Benchmark service performance against industry standards and best practices (e.g., SDI, HDI benchmarks).
- Lead regular improvement workshops with the team to generate ideas and foster innovation.
- Implement shift-left strategies to empower Level 1 resolution and reduce unnecessary escalations.
- Track and report on improvement initiative ROI and business value delivered.
- People Management & Development
- Lead, coach, and develop a team of Service Desk Analysts and Team Leads (typically 15-50+ staff).
- Manage workforce planning, shift scheduling, and resource allocation to meet demand across 24/7 or extended hours operations.
- Conduct regular 1:1s, performance reviews, and personal development planning.
- Foster a positive, high-performance team culture with clear accountability and recognition.
- Identify training needs and ensure the team maintains relevant technical and ITIL certifications.
- Manage recruitment, onboarding, and retention strategies to minimise attrition.
- Implement quality assurance frameworks including call monitoring, ticket audits, and coaching programmes.
- Promote diversity, inclusion, and wellbeing within the team.
- Manage absence, performance issues, and disciplinary matters in line with HR policies.
- Technology & Tooling
- Oversee the effective use and configuration of ITSM platforms.
- Drive adoption of self-service portals, knowledge bases, and virtual agent/chatbot technologies.
- Identify and implement automation opportunities (e.g., password resets, ticket routing, auto-categorisation).
- Ensure telephony/ACD systems are optimised for call routing, IVR, and reporting.
- Collaborate with IT teams on tool enhancements, integrations, and upgrades.
- Evaluate emerging technologies and make recommendations for adoption.
At DXC Technology, we believe strong connections and community are key to our success. Our work model prioritises in-person collaboration while offering flexibility to support wellbeing, productivity, individual work styles, and life circumstances. We’re committed to fostering an inclusive environment where everyone can thrive.
Locations
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Ops Manager in Farnborough, Hampshire
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at DXC Technology. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like DXC Technology before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Service Desk Ops Manager in Farnborough, Hampshire
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to DXC Technology:Your cover letter is your chance to shine! Tell us why you want to work at DXC Technology specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at DXC Technology!
How to prepare for a job interview at DXC Technology
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
