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- Tasks: Lead and develop a team supporting teachers across Northern Ireland in a hybrid role.
- Company: Dynamic education-focused service desk team based in Belfast.
- Benefits: Competitive salary, flexible working, and opportunities for professional growth.
- Other info: Join a supportive environment with a focus on continuous improvement.
- 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.
- Demonstrate you can work in a complex, highly outsourced environment.
Service Desk Team Manager in Newtownabbey employer: Capita Shared Services
Contact Detail:
Capita Shared Services Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Team Manager in Newtownabbey
✨Tip Number 1
Network like a pro! Reach out to your connections in the education and IT sectors. Attend industry events or webinars, and don’t be shy about introducing yourself. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Familiarise yourself with their service desk operations and think about how your experience aligns with their goals. This will help you stand out as a candidate who truly understands their needs.
✨Tip Number 3
Showcase your leadership skills! During interviews, share specific examples of how you've led teams, improved performance, or resolved conflicts. This will demonstrate your capability to manage and mentor a team effectively.
✨Tip Number 4
Don’t forget to apply through our website! We’re always on the lookout for passionate individuals who want to make a difference in education. Plus, it’s a great way to ensure your application gets the attention it deserves.
We think you need these skills to ace Service Desk Team Manager in Newtownabbey
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experiences that match the Service Desk Team Manager role. Highlight your IT team management experience and any relevant achievements that showcase your ability to lead and develop a team.
Craft a Compelling Cover Letter: Use your cover letter to tell us why you're the perfect fit for this role. Share specific examples of how you've improved service performance or mentored team members in the past, and don’t forget to express your passion for education-focused support!
Showcase Your Data Skills: Since great Excel skills are a must, consider including a section in your application that demonstrates your ability to analyse data and create reports. This could be a brief description of a project where you used data to drive improvements.
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, it shows us you’re keen on joining the StudySmarter team!
How to prepare for a job interview at Capita Shared Services
✨Know Your Team Dynamics
Before the interview, take some time to research team management strategies and how they apply to service desk operations. Be ready to discuss your approach to leading a diverse team and how you would foster a positive environment for your analysts.
✨Showcase Your Problem-Solving Skills
Prepare examples of how you've tackled performance issues in the past. Think about specific situations where you identified problems, implemented solutions, and improved team performance. This will demonstrate your capability to handle challenges effectively.
✨Excel at Excel
Since great Excel skills are a must, brush up on your data analysis abilities. Be prepared to discuss how you've used Excel to create reports or presentations that influenced decision-making. Maybe even bring a sample report to showcase your skills!
✨Engage with Stakeholders
Understand the importance of stakeholder relationships in this role. Think of ways you've successfully maintained positive relationships in previous positions. Be ready to share how you would ensure effective communication and collaboration with stakeholders in this new role.