At a Glance
- Tasks: Lead and develop 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 team with endless opportunities for growth and learning.
- Why this job: Make a real impact in education while growing your career in a supportive environment.
- 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 hours.
- 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.
Service Desk Manager- Hybrid (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 a Service Desk Manager, you'll lead a dedicated team while enjoying benefits such as generous holiday allowances, a company-matched pension, and opportunities for professional development through our Learning Academy. With a commitment to diversity and inclusion, Capita empowers employees to grow their careers in a supportive environment that values creativity and community impact.
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Manager- Hybrid (Permanent) in Newtownabbey
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or even in person. Let them know you're on the lookout for a Service Desk Manager role. You never know who might have the inside scoop on an opportunity!
✨Tip Number 2
Prepare for those interviews by practising common questions related to team management and service performance. We recommend doing mock interviews with friends or using online platforms to get comfortable with your responses.
✨Tip Number 3
Showcase your leadership skills! When you get the chance, share examples of how you've successfully managed teams and improved service delivery. This will help you stand out as a candidate who can drive results.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search!
We think you need these skills to ace Service Desk Manager- Hybrid (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 previous roles. Use numbers and examples to demonstrate your impact, especially in areas like performance improvement and stakeholder management.
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 background makes you a perfect fit. We love seeing genuine enthusiasm for education-focused service.
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 get all the updates about your application status. 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 current Service Desk team and their roles. Understand their challenges and successes. This will help you demonstrate your leadership vision and how you can enhance team performance.
✨Showcase Your Data Skills
Since strong Excel skills are a must, prepare to discuss how you've used data to drive decisions in previous roles. Bring examples of reports or presentations you've created that led to improvements in service delivery or team performance.
✨Prepare for Stakeholder Scenarios
Think about past experiences where you've successfully managed relationships with senior leaders or stakeholders. Be ready to share specific examples of how you addressed their concerns and improved service outcomes.
✨Demonstrate Problem-Solving Prowess
Be prepared to tackle hypothetical scenarios during the interview that involve complex problem-solving. Think through your approach to resolving issues within a team and how you would encourage collaboration across functions.
