Service Desk Team Leader *Management *Support *ITIL *Customer Focused in Newtownabbey

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 provide 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.