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- Tasks: Lead a new ServiceNow helpdesk and enhance user satisfaction for over 500,000 users.
- Company: Capita, a dynamic leader in consulting and digital services.
- Benefits: £50,000 salary, 23-27 days holiday, paid volunteering day, and generous family leave policies.
- Why this job: Make a real impact in public sector learning while driving innovation and service quality.
- Qualifications: Experience in managing tech helpdesks and ServiceNow administration required.
- Other info: Join a collaborative team committed to your growth and success.
The predicted salary is between 40000 - 60000 £ per year.
We are looking for a Technical Helpdesk Manager to lead the build and day-to-day running of a new ServiceNow helpdesk that supports a high-impact public sector learning ecosystem serving more than 500,000 users. In this role, you will manage critical incident response, service performance and continual improvement across a complex, integrated technology stack. You will shape modern workflows and automation, collaborate with senior stakeholders, and play a key role in driving user satisfaction and service quality.
About the Programme You’ll Support
The Learning Frameworks (Civil Service Learning) programme is built on Cornerstone for learning delivery and is integrated with SAP (finance), Salesforce (CRM), ServiceNow (helpdesk), Amazon Connect (contact centre), and Enterprise Data Platform / Power BI for management information. The ecosystem is engineered for scale and operates under modern service management standards. All service management processes align with ITIL v4.
What You’ll Be Doing
- Establishing and managing a new ServiceNow helpdesk capability, including operating model, runbooks, SLAs/OLAs and escalation paths.
- Designing and optimising workflows for ticket intake, triage, prioritisation (including P1/P2), assignment and resolution.
- Implementing automation, virtual agent responses, flows and SLA rules within ServiceNow.
- Acting as Incident Manager for P1/critical events, coordinating resolver groups and supporting restoration and root cause activities.
- Implementing monitoring across systems and integrations, ensuring compliance with audit requirements, change controls and ITIL v4 practices.
- Leading weekly and monthly client-facing service reviews, including performance reporting and service improvement planning.
- Serving as a Cornerstone administrator; manage configuration and data issues and escalate complex defects to vendors.
- Producing KPI and MI reporting using ServiceNow and Power BI, including trend analysis, backlog health, CSAT insights and action tracking.
- Owning the continuous service improvement roadmap.
- Maintaining a service knowledge base and ensure accessibility of information.
- Supporting and coaching a Support Coordinator and contribute to cross-training across resolver groups.
Required Qualifications
- Experience owning or managing a technology helpdesk or service operation, including major incident leadership.
- ServiceNow administration and workflow design experience (SLAs, assignment rules, flows, automation, virtual agent).
- Experience applying ITIL v4-aligned service management practices.
- Experience producing KPI/MI reporting using ServiceNow reporting or Performance Analytics, with familiarity in Power BI.
- Experience analysing and resolving platform issues and managing vendor escalations.
- Experience managing or leading a small team.
Tools & Environment
- Primary ITSM: ServiceNow
- Integrated Platforms: Cornerstone, SAP, MuleSoft, Salesforce, Amazon Connect, Power BI
- Frameworks: ITIL v4-aligned service management
Preferred Qualifications
- Cornerstone LMS administration experience or certification.
- Experience supporting large, integrated digital ecosystems (Cornerstone, SAP, MuleSoft, Salesforce, Amazon Connect, Power BI).
- Experience working in public sector or regulated environments.
- Understanding of secure-by-design practices.
About You (Soft Skills)
- Able to communicate clearly and confidently, including during fast-moving or high-pressure situations.
- Skilled in building and maintaining effective relationships with stakeholders.
- Able to remain focused and composed during incident response.
- Comfortable working with complexity and committed to continuous improvement.
- Highly organised with strong attention to detail.
Capita is a dynamic leader in consulting and digital services, helping some of the UK’s most recognized organizations transform and thrive. We use cutting-edge technology and fearless innovation to create smarter, more efficient solutions that make a real difference. 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. If you’re ready to make an impact and grow your career, Capita is the place for you.
Salary: £50,000 per annum
Benefits:
- 23 days’ holiday, rising to 27 (pro rata) – plus the option to buy more after qualifying period
- Paid volunteering day with a charity of your choice
- Generous family leave policies – including 15 weeks’ fully paid maternity, adoption, and shared parental leave
- Cycle2Work scheme, pension, life assurance, and more
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.
Technical Helpdesk Manager in London employer: Capita
Contact Detail:
Capita Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Technical Helpdesk Manager in London
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or at industry events. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their values, especially those like 'Customer First' and 'Fearless Innovation'. This will help you tailor your responses and show you're a great fit.
✨Tip Number 3
Practice common interview questions with a friend or in front of a mirror. Focus on articulating your experience with ServiceNow and ITIL v4 practices clearly and confidently.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you’re genuinely interested in joining our team at Capita.
We think you need these skills to ace Technical Helpdesk Manager in London
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Technical Helpdesk Manager role. Highlight your experience with ServiceNow, ITIL v4 practices, and any relevant leadership roles you've held. We want to see how your skills align with what we're looking for!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about this role and how you can contribute to our mission at Capita. Be sure to mention specific examples from your past that demonstrate your fit for the position.
Showcase Your Soft Skills: Don't forget to highlight your soft skills! As a Technical Helpdesk Manager, you'll need to communicate clearly and build relationships with stakeholders. Share examples of how you've successfully navigated high-pressure situations or led teams in the past.
Apply Through Our Website: We encourage you to apply through our website for a smooth application process. It’s the best way for us to receive your application and get to know you better. Plus, it shows you're serious about joining our team!
How to prepare for a job interview at Capita
✨Know Your Tech Inside Out
Make sure you’re well-versed in ServiceNow and its functionalities, especially around workflows, SLAs, and automation. Brush up on ITIL v4 practices too, as they’ll be crucial in demonstrating your understanding of service management.
✨Showcase Your Leadership Skills
Prepare examples of how you've successfully led a helpdesk or service operation before. Highlight your experience with major incident management and how you’ve improved team performance and user satisfaction.
✨Be Ready for Scenario Questions
Expect to face scenario-based questions that test your problem-solving skills under pressure. Think about past incidents you've managed and how you coordinated teams to resolve issues quickly and effectively.
✨Engage with Stakeholders
Demonstrate your ability to build relationships by discussing how you’ve collaborated with senior stakeholders in the past. Be prepared to talk about how you’ve communicated complex technical information clearly and effectively.
