At a Glance
- Tasks: Lead and mentor a team supporting teachers across Northern Ireland in a hybrid role.
- Company: Join Capita, a dynamic leader in consulting and digital services.
- Benefits: Enjoy 23 days' holiday, matched pension, and opportunities for professional development.
- Other info: Be part of a diverse, collaborative team with excellent career growth opportunities.
- Why this job: Make a real impact in education while developing 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 with complex infrastructure
- Experienced in dealing with Senior Leaders and Customer Stakeholders
- 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
- Experience tackling complex problem-solving working with cross functional teams
Location & working pattern:
- Based in Hillview House, Belfast, leading a team of 16 analysts
- This is an on-site leadership role - candidates should be comfortable being in the office when required
- Service operates Monday-Friday, 8am-5pm, with some flexibility within those
- Occasional paid on-call duty is expected (around 1 weekend in 4)
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
- 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
At Capita, your career can take you wherever your ambition leads. 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.
IT Service Desk Team Lead (Permanent) in Newtownabbey employer: Capita
Capita is an exceptional employer, offering a vibrant work culture that prioritises innovation and collaboration. Based in Hillview House, Belfast, as the IT Service Desk Team Lead, you'll enjoy a supportive environment with ample opportunities for professional growth, including access to our Learning Academy and Employee Network Groups. With competitive benefits such as generous holiday allowances, a company-matched pension, and a commitment to diversity and inclusion, Capita is dedicated to helping you unlock your potential while making a meaningful impact in the education sector.
StudySmarter Expert Advice🤫
We think this is how you could land IT Service Desk Team Lead (Permanent) in Newtownabbey
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, especially those who work at Capita or similar companies. A friendly chat can lead to insider info about the role and even a referral!
✨Tip Number 2
Prepare for the interview by researching common questions for IT Service Desk roles. We recommend practising your answers with a friend or in front of a mirror to boost your confidence.
✨Tip Number 3
Showcase your leadership skills! Think of examples where you've successfully managed a team or resolved conflicts. We want to see how you can bring that experience to the Service Desk Team Lead position.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re genuinely interested in joining our awesome team at Capita.
We think you need these skills to ace IT Service Desk Team Lead (Permanent) in Newtownabbey
Some tips for your application 🫡
Tailor Your CV:Make sure your CV speaks directly to the job description. Highlight your IT team management experience and any relevant skills that match what we're looking for. We want to see how you can lead and develop a team like ours!
Showcase Your Achievements:Don’t just list your responsibilities; show us what you've achieved in your previous roles. Use numbers and examples to demonstrate how you've improved service performance or led successful projects. We love seeing results!
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 your experience aligns with our mission at StudySmarter. Keep it engaging and personal – we want to get to know you!
Apply Through Our Website:We encourage you to apply through our website for a smoother process. It helps us keep track of applications and ensures you don’t miss out on any important updates. Plus, it’s super easy!
How to prepare for a job interview at Capita
✨Know Your Team Inside Out
Before the interview, take some time to research the company’s service desk operations and understand the team dynamics. Be ready to discuss how you would lead and develop a team of analysts, focusing on education and support for teachers. This shows you’re not just interested in the role but also in the people you'll be managing.
✨Showcase Your Problem-Solving Skills
Prepare examples of complex problems you've tackled in previous roles, especially in IT management. Highlight your experience in dealing with senior leaders and customer stakeholders, as this will demonstrate your ability to navigate challenging situations and maintain positive relationships.
✨Excel at Excel
Since great Excel skills are a must for this role, brush up on your data analysis abilities. Be prepared to discuss how you’ve used Excel to pull meaningful data and create reports in the past. You might even want to bring a sample report to showcase your skills during the interview.
✨Emphasise Continuous Improvement
Talk about your approach to continuous improvement and how you’ve developed training programs in previous roles. Discuss specific initiatives you've implemented to enhance technical and customer service skills within your teams, as this aligns perfectly with the expectations of the Service Desk Team Lead position.
