Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Lead and mentor a team supporting teachers across Northern Ireland in a hybrid role.
- Company: Join Capita, a dynamic leader in consulting and digital services.
- Benefits: Enjoy 23 days holiday, matched pension, and opportunities for professional development.
- Other info: Flexible working hours with occasional paid on-call duty.
- Why this job: Make a real impact in education while growing your career in a collaborative environment.
- 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
- Demonstrate you can work in a complex, highly outsourced environment with complex infrastructure
- Experienced 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
Location & working pattern:
- Based in Hillview House, Belfast, leading a team of 16 analysts
- This is an on-site leadership role - candidates should be comfortable being in the office when required
- Service operates Monday-Friday, 8am-5pm, with some flexibility within those
- Occasional paid on-call duty is expected (around 1 weekend in 4)
What's in it for you?
- 23 days' holiday (rising to 27) with the opportunity to buy extra leave
- Company matched pension, life assurance, 15 weeks' fully paid maternity, adoption and shared parental leave, paternity pay of two weeks
- Volunteering for our charity partners or a cause of your choice - opportunity to take a paid day out of the office
- Access to our Employee Network Groups, which represent every strand of diversity and allow colleagues to connect and learn from each other on an open, inclusive platform
- Opportunity to gain additional qualifications through our Learning Academy or apprenticeships to help develop your career
We're an equal opportunity and Disability Confident employer, which means we recruit and develop people based on their merit and passion. We're committed to providing an inclusive, barrier-free recruitment process and working environment for everyone.
Service Desk Team Manager in Antrim employer: Capita Shared Services Limited
Contact Detail:
Capita Shared Services Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Team Manager in Antrim
✨Tip Number 1
Network like a pro! Reach out to your connections in the education and IT sectors. You never know who might have a lead on a Service Desk Team Manager role or can put in a good word for you.
✨Tip Number 2
Prepare for those interviews by practising common questions related to team management and customer service. We recommend using the STAR method to structure your answers – it’ll help you showcase your experience effectively!
✨Tip Number 3
Showcase your leadership skills! During interviews, share specific examples of how you've developed teams and improved performance. This is your chance to shine and demonstrate that you’re the right fit for leading a team of analysts.
✨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 about their job search.
We think you need these skills to ace Service Desk Team Manager in Antrim
Some tips for your application 🫡
Show Your Leadership Skills: As a Service Desk Team Manager, we want to see how you lead and develop teams. Share specific examples of your past experiences in managing IT teams and how you've helped them grow.
Highlight Your Problem-Solving Abilities: We love candidates who can tackle complex issues! Make sure to include instances where you've successfully resolved challenges in a fast-paced environment, especially with cross-functional teams.
Be Data-Driven: Since great Excel skills are a must, don’t forget to mention your experience with data analysis. Show us how you've used data to create reports or improve service performance in your previous roles.
Tailor Your Application: Make your application stand out by tailoring it to our job description. Use the same language and keywords we’ve used to describe the role, and don’t hesitate to apply through our website for a smoother process!
How to prepare for a job interview at Capita Shared Services Limited
✨Know Your Team Dynamics
Before the interview, take some time to understand the dynamics of a service desk team. Be ready to discuss how you would lead and mentor your team effectively, focusing on skill enhancement and performance reviews. Show that you can create a positive environment for growth.
✨Showcase Your Data Skills
Since great Excel skills are a must, prepare to demonstrate your ability to pull meaningful data from various sources. Bring examples of reports or presentations you've created in the past, and be ready to explain how they contributed to operational excellence.
✨Prepare for Stakeholder Engagement
You’ll need to maintain positive relationships with stakeholders, so think about your past experiences dealing with senior leaders and customer stakeholders. Prepare specific examples of how you’ve successfully navigated complex environments and resolved issues proactively.
✨Emphasise Problem-Solving Experience
Be ready to tackle questions about complex problem-solving. Think of instances where you worked with cross-functional teams to resolve issues. Highlight your approach to managing operational and technical staff, especially in challenging situations.