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- Tasks: Lead a tech support team, manage escalated issues, and ensure IT infrastructure stability.
- Company: Capita is a leading outsourcer enhancing business processes for clients across the UK and Europe.
- Benefits: Enjoy 23-27 days holiday, matched pension, paid parental leave, and volunteering opportunities.
- Why this job: Join a diverse team, tackle complex challenges, and make a real impact on education for 400,000 users.
- Qualifications: Strong IT knowledge, experience in senior support roles, and excellent problem-solving skills required.
- Other info: Opportunities for further qualifications and a supportive, inclusive work environment.
The predicted salary is between 36000 - 60000 ÂŁ per year.
Overview
Job title: 3rd Line Support Manager. Responsible for all aspects of service delivery across their assigned customer accounts.
Role Level
Role Level – C
Description
Capita Technology Operations (TechOps) are seeking an experienced and proactive 3rd Line Support Manager to lead our advanced technical support team within the ENNI Managed Service contract in Northern Ireland. This role is responsible for managing escalated technical issues, overseeing the resolution of complex IT problems, and ensuring the stability and performance of our IT infrastructure. The ideal candidate will combine deep technical expertise with strong leadership and communication skills and will manage a well-established delivery team, liaising with sub-contractors and partners and working closely with the client to continue delivering an outstanding service that enhances teaching and learning for over 400,000 users in Northern Ireland.
What we’re looking for
Essential:
- Strong technical knowledge of Windows/Linux servers, networking, virtualization (VMware/Hyper-V), cloud platforms (Azure/AWS), Identity solutions and enterprise applications.
- Excellent knowledge and experience in IT support, with demonstrable experience in a 3rd line or senior technical role.
In addition, you will also have:
- 3rd Level qualification in IT or Computing (an advantage)
- Experience with ITSM tools (e.g., ServiceNow).
- Excellent troubleshooting and problem-solving skills.
- Strong communication and interpersonal skills.
- ITIL certification (Foundation or higher) preferred
What you will be doing
- Line management of a versatile and talent-rich team that includes annual and interim performance reviews, training plans, resource planning, etc.
- Interacting with the Client on a range of forums and project groups delivering progress updates and offering innovative solutions to problems as required.
- Acting as the final escalation point for complex technical issues unresolved by 1st and 2nd line support.
- Overseeing the resolution of critical incidents, ensuring minimal downtime and effective root cause analysis.
- Participating in the identification of risks across the managed service and with mitigation planning and delivery as required.
- Monitoring and reporting on team performance, SLAs, and KPIs.
About Capita
Capita is an outsourcer, helping clients across the public and private sectors run complex business processes more efficiently, creating better consumer experiences.
Operating across 8 countries, Capita’s 34,000 colleagues support primarily UK and European clients with people-based services underpinned by market-leading technology.
We’re a vital support service for our clients, enabling everyday interactions to run seamlessly.
Check out our website capita.com for more information.
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, and more
- Volunteering for our charity partners or a cause of your choice — paid day out of the office
- Access to Employee Network Groups representing diversity and providing an inclusive platform
- Opportunity to gain additional qualifications through our Learning Academy or apprenticeships
Unlock Your Potential with Capita
At Capita, your career can take you wherever your ambition leads. You’ll become part of a diverse network of talented professionals working across a wide range of disciplines and sectors, with opportunities to grow, explore new paths, and advance your career.
Join us and discover a career with purpose. #CareersWithPurpose
Customer first, fearless innovation, Achieve together, Everyone is valued
What we hope you’ll do next
Choose “Apply now” to fill out our short application so we can learn more about you.
We’re an equal opportunity and Disability Confident employer. If you need the job description or application form in an alternative format, or need support going forward, please email reasonableadjustments@capita.com and we’ll get back to you. For more information about equal opportunities and process adjustments, please visit the Capita Careers website.
Location
Newtownabbey, United Kingdom
Time Type
Full time
Contract Type
Permanent
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3rd Line Support Manager employer: Capita
Contact Detail:
Capita Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land 3rd Line Support Manager
✨Tip Number 1
Familiarise yourself with the specific technologies mentioned in the job description, such as Windows/Linux servers and cloud platforms like Azure and AWS. Being able to discuss your hands-on experience with these technologies during interviews will demonstrate your technical expertise.
✨Tip Number 2
Prepare examples of how you've successfully managed escalated technical issues in previous roles. Highlighting your problem-solving skills and ability to lead a team through complex challenges will show that you're ready for the responsibilities of a 3rd Line Support Manager.
✨Tip Number 3
Research Capita's values and recent projects to understand their approach to service delivery. This knowledge will help you align your answers with their goals during interviews and demonstrate your genuine interest in the company.
✨Tip Number 4
Network with current or former employees of Capita on platforms like LinkedIn. Engaging with them can provide valuable insights into the company culture and expectations, which can be beneficial when preparing for your interview.
We think you need these skills to ace 3rd Line Support Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your relevant experience in IT support, particularly in 3rd line roles. Emphasise your technical knowledge of Windows/Linux servers, networking, and cloud platforms, as well as any leadership experience.
Craft a Strong Cover Letter: Write a cover letter that showcases your problem-solving skills and your ability to manage escalated technical issues. Mention specific examples of how you've successfully led teams or resolved complex IT problems in the past.
Highlight Relevant Qualifications: Clearly list your qualifications, especially your ITIL certification and any relevant degrees. If you have experience with ITSM tools like ServiceNow, make sure to include that as well.
Showcase Communication Skills: Since strong communication is essential for this role, provide examples in your application of how you've effectively interacted with clients or team members to deliver updates or innovative solutions.
How to prepare for a job interview at Capita
✨Showcase Your Technical Expertise
Make sure to highlight your strong technical knowledge of Windows/Linux servers, networking, and cloud platforms during the interview. Be prepared to discuss specific examples of complex IT problems you've resolved in previous roles.
✨Demonstrate Leadership Skills
As a 3rd Line Support Manager, you'll be leading a team. Share your experiences in managing teams, conducting performance reviews, and developing training plans. This will show that you can effectively lead and motivate your team.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving abilities. Prepare to discuss how you would handle escalated technical issues or critical incidents, ensuring minimal downtime and effective root cause analysis.
✨Communicate Effectively
Strong communication skills are essential for this role. Practice articulating your thoughts clearly and concisely, especially when discussing technical concepts with non-technical stakeholders. This will demonstrate your ability to liaise with clients and partners effectively.
