At a Glance
- Tasks: Lead and develop a team supporting teachers across Northern Ireland in a hybrid role.
- Company: Join a dynamic organisation focused on education and service excellence.
- Benefits: Competitive salary, flexible working, and opportunities for professional growth.
- Other info: Work in a collaborative environment with great career advancement potential.
- Why this job: Make a real difference in education while enhancing your leadership skills.
- Qualifications: Prior IT team management experience and strong Excel skills required.
The predicted salary is between 40000 - 50000 € per year.
As a Service Desk Team Manager, you'll lead and develop a team of Education-focused service desk analysts supporting teachers across Northern Ireland, working on a hybrid basis from Hillview House, Belfast. You'll be accountable for service performance, team capability, and continuous improvement, working closely with stakeholders to ensure operational excellence.
What you'll be doing:
- Lead, manage and mentor the Service Centre team within Operations
- Goal setting, skill enhancement and coordination of performance review activities for Service Centre employees
- Investigate and resolve any issues resulting from substandard performance
- Ensure company policies and procedures are followed by all team members
- Develop programs to improve technical and customer service skills across the operation
- Address customer enquiries, resolve issues and feedback proactively
- Maintain positive relationships with all stakeholders to ensure Service Centre effectiveness
- Ensure all employees are adequately trained to meet service objectives
What we're looking for:
- Prior IT team management experience
- Great excel skills and ability to pull out meaningful data from numerous locations to create quality reports and presentations
- ITIL Qualified – Preferred
- Experience working in a complex, highly outsourced environment with complex infrastructure
- Experience in dealing with Senior Leaders and Customer Stakeholders
- People Management / leadership experience and team working
- Strong planning, organisational and prioritisation skills
- Experience in management of operational and technical staff, including recruitment, development, training and motivating staff, dealing with disciplinaries
- Experience tackling complex problem‑solving working with cross functional teams
Service Desk Team Manager employer: Capita plc
As a leading employer in the education sector, we pride ourselves on fostering a collaborative and supportive work culture at our Hillview House location in Belfast. Our commitment to employee growth is evident through tailored training programmes and mentorship opportunities, ensuring that our Service Desk Team Managers can thrive while making a meaningful impact on teachers across Northern Ireland. With a focus on operational excellence and continuous improvement, we offer a dynamic environment where your leadership skills can shine and contribute to the success of our service delivery.
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Team Manager
✨Tip Number 1
Network like a pro! Reach out to your connections in the education and IT sectors. A friendly chat can lead to opportunities that aren’t even advertised yet. Don’t be shy; we all love a good conversation!
✨Tip Number 2
Prepare for those interviews by researching the company and its culture. We want you to shine, so practice common interview questions and think about how your experience aligns with the role of Service Desk Team Manager. Confidence is key!
✨Tip Number 3
Showcase your leadership skills! During interviews, share specific examples of how you've managed teams and improved performance. We want to hear about your successes and how you’ve tackled challenges head-on.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive and engaged with our platform.
We think you need these skills to ace Service Desk Team Manager
Some tips for your application 🫡
Tailor Your CV:Make sure your CV speaks directly to the role of Service Desk Team Manager. Highlight your IT team management experience and any relevant skills that match what we're looking for, like people management and operational excellence.
Showcase Your Achievements:Don’t just list your responsibilities; show us what you've achieved in previous roles. Use numbers and examples to demonstrate how you’ve improved service performance or led successful projects.
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Explain why you're passionate about leading a service desk team and how your experience aligns with our mission at StudySmarter. Keep it engaging and personal.
Apply Through Our Website:We encourage you to apply through our website for a smoother process. It helps us keep track of your application and ensures you don’t miss out on any important updates from us!
How to prepare for a job interview at Capita plc
✨Know Your Team Inside Out
Before the interview, take some time to research the current Service Desk team and their roles. Understand their challenges and successes. This will help you demonstrate your leadership style and how you can enhance their capabilities.
✨Showcase Your Data Skills
Since great Excel skills are a must, prepare to discuss how you've used data to drive performance in previous roles. Bring examples of reports or presentations you've created that led to improvements in service delivery.
✨Prepare for Stakeholder Engagement
Think about your experiences dealing with senior leaders and customer stakeholders. Be ready to share specific examples of how you've maintained positive relationships and resolved conflicts, as this will show your ability to manage expectations effectively.
✨Demonstrate Continuous Improvement Mindset
Be prepared to discuss how you've implemented training programs or initiatives that improved team performance. Highlight your approach to mentoring and developing staff, as this aligns perfectly with the role's focus on team capability and operational excellence.
