Service Desk Team Leader / Manager in Belfast

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 Qualification is preferred. You should have:

• 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.

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.

• 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.

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. For more information about equal opportunities and process adjustments, please visit the Capita Careers website.