At a Glance
- Tasks: Lead and develop a team supporting teachers across Northern Ireland in a hybrid role.
- Company: Capita, a dynamic leader in consulting and digital services.
- Benefits: 23 days' holiday, matched pension, paid parental leave, and volunteering opportunities.
- Other info: Join a diverse network with endless opportunities for career growth.
- Why this job: Make a real impact in education while growing 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.
- 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.
- Maintain positive relationships with all stakeholders to ensure Service Centre effectiveness.
- Ensure all employees are adequately trained to meet service objectives.
Prior IT team management experience is required along with great Excel skills and the ability to pull out meaningful data from numerous locations to create quality reports and presentations. ITIL Qualified Preferred. People Management/leadership experience and team working skills are essential. Strong planning, organisational and prioritisation skills are necessary. Experience in management of operational and technical staff, including recruitment, development, training and motivating staff, dealing with disciplinaries is also required.
This is an on-site leadership role; candidates should be comfortable being in the office when required. The service operates Monday-Friday, 8am-5pm, with some flexibility within those hours. Occasional paid on-call duty is expected (around 1 weekend in 4).
Capita is a dynamic leader in consulting and digital services, helping some of the UK's most recognised organisations transform and thrive. Our work spans diverse sectors - government, healthcare, education, and finance - offering you the chance to contribute to projects that impact millions of lives. At Capita, you'll be part of a collaborative, forward-thinking team that values creativity, growth, and inclusion. We're committed to your development and success, providing opportunities to learn, progress, and shape better outcomes for customers and communities.
You'll become part of a diverse network of talented, forward-thinking professionals working across a wide range of disciplines and sectors. We're committed to your growth - offering endless opportunities to expand your skills, explore new paths, and advance your career.
We're an equal opportunity and Disability Confident employer, which means we recruit and develop people based on their merit and passion. If you need the job description or application form in an alternative format (such as large print or audio), or if you'd like to discuss other changes or support you might need going forward, please email and we'll get back to you.
Service Desk Manager / Team Lead in Belfast employer: Capita Shared Services Limited
Capita is an exceptional employer, offering a vibrant work culture that prioritises collaboration, creativity, and inclusion. As a Service Desk Manager in Belfast, you'll lead a dedicated team while benefiting from extensive professional development opportunities, generous holiday allowances, and a supportive environment that values your contributions to education and community impact. With a commitment to employee growth and well-being, Capita provides a unique chance to make a meaningful difference in the lives of teachers and students across Northern Ireland.
Contact Detail:
Capita Shared Services Limited Recruiting Team
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Manager / Team Lead in Belfast
✨Tip Number 1
Network like a pro! Reach out to your connections in the education and IT sectors. Attend local meetups or online webinars to meet potential employers and get your name out there. Remember, it’s all about who you know!
✨Tip Number 2
Prepare for interviews by practising common questions related to team management and service excellence. Use the STAR method (Situation, Task, Action, Result) to structure your answers. We want you to shine when discussing your leadership experience!
✨Tip Number 3
Showcase your skills with a portfolio! Create a presentation that highlights your achievements in previous roles, especially around team development and performance improvement. This will give you an edge and demonstrate your capabilities.
✨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 company. Let’s get you on board!
We think you need these skills to ace Service Desk Manager / Team Lead in Belfast
Some tips for your application 🫡
Tailor Your CV:Make sure your CV speaks directly to the role of Service Desk Manager. Highlight your previous IT team management experience and any relevant skills that match the job description. We want to see how you can lead and develop a team, so don’t hold back!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to tell us why you're passionate about this role and how your experience aligns with our mission at Capita. Remember, we love creativity, so let your personality come through!
Showcase Your Achievements:When detailing your past roles, focus on specific achievements that demonstrate your ability to improve service performance and team capability. Use numbers and data where possible – we love a good report or presentation that shows your impact!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, you’ll find all the info you need about the application process there!
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 successful service desk team. Think about how you would lead and develop a team of analysts, focusing on education and support for teachers. Be ready to share your vision for team capability and continuous improvement.
✨Showcase Your ITIL Knowledge
If you're ITIL qualified, make sure to highlight this during your interview. Prepare examples of how you've applied ITIL principles in previous roles, especially in managing operational and technical staff. This will demonstrate your understanding of best practices in service management.
✨Prepare Data-Driven Insights
Since great Excel skills are essential for this role, come prepared with examples of how you've used data to drive performance improvements. Think about specific reports or presentations you've created that led to actionable insights, and be ready to discuss them.
✨Emphasise Stakeholder Relationships
Building positive relationships with stakeholders is key in this role. Prepare to discuss how you've maintained effective communication and collaboration in past positions. Share specific instances where your relationship-building skills led to improved service centre effectiveness.
