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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: Generous holiday, matched pension, paid parental leave, and career development opportunities.
- Other info: Join a supportive environment with opportunities for personal and professional growth.
- Why this job: Make a real difference in education while leading a passionate team.
- 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.
- 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…and plenty more.
- 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.
Service Desk Team Lead in Newtownabbey employer: Capita
Contact Detail:
Capita Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Team Lead in Newtownabbey
✨Tip Number 1
Network like a pro! Reach out to your connections in the education and IT sectors. Attend local meetups or online webinars to meet potential employers and learn about job openings that might not be advertised.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their values and how they align with your experience in managing service desk teams. This will help you stand out as a candidate who truly gets what they're about.
✨Tip Number 3
Showcase your leadership skills during interviews. Share specific examples of how you've developed team capabilities and improved service performance in previous roles. This will demonstrate your fit for 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, we love seeing candidates who are proactive about their job search.
We think you need these skills to ace Service Desk Team Lead in Newtownabbey
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experiences that match the job description. Highlight your IT team management experience and any relevant qualifications like ITIL. We want to see how you can lead and develop a team effectively!
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 aligns with our mission at StudySmarter. Don’t forget to mention your people management skills and experience in complex environments.
Showcase Your Data Skills: Since great Excel skills are a must, consider including examples of how you've used data to drive decisions or improve service performance in your previous roles. We love seeing candidates who can pull meaningful insights from data!
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 you’re keen on joining our team at StudySmarter!
How to prepare for a job interview at Capita
✨Know Your Team Dynamics
Before the interview, take some time to understand the dynamics of a successful service desk team. Think about how you would lead and mentor your team of analysts. Be ready to share specific examples of how you've developed team capabilities in the past.
✨Showcase Your Problem-Solving Skills
Prepare to discuss complex problems you've tackled in previous roles. Highlight your experience in managing operational and technical staff, and be ready to explain how you resolved issues while maintaining positive relationships with stakeholders.
✨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 quality reports. Maybe even bring a sample report to demonstrate your skills!
✨Emphasise Continuous Improvement
Think about how you can contribute to continuous improvement within the service desk. Prepare examples of programs or initiatives you've developed to enhance technical and customer service skills, and be ready to discuss how you would implement similar strategies in this role.