At a Glance
- Tasks: Lead and develop a team supporting teachers across Northern Ireland in a hybrid role.
- Company: Capita, a dynamic leader in consulting and digital services.
- Benefits: 23 days' holiday, matched pension, paid parental leave, and volunteering opportunities.
- Other info: Join a collaborative team that values creativity, growth, and inclusion.
- Why this job: Make a real impact in education while growing your career with endless opportunities.
- 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 will 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 will be accountable for service performance, team capability, and continuous improvement, working closely with stakeholders to ensure operational excellence.
What you will 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 are 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 will become part of a diverse network of talented, forward-thinking professionals working across a wide range of disciplines and sectors. We are committed to your growth - offering endless opportunities to expand your skills, explore new paths, and advance your career.
We are an equal opportunity and Disability Confident employer, which means we recruit and develop people based on their merit and passion. We are committed to providing an inclusive, barrier-free recruitment process and working environment for everyone.
Service Desk Team Manager JBLE1_NI 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 Team Manager, you'll lead a dedicated team while enjoying benefits such as generous holiday allowances, professional development opportunities, and a commitment to diversity and inclusion. With a focus on employee growth and a supportive environment, Capita empowers you to make a meaningful impact in the education sector.
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Team Manager JBLE1_NI in Newtownabbey
✨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 and how they align with yours. This will help you stand out as a candidate who truly fits the team.
✨Tip Number 3
Practice your answers to common interview questions, but keep it natural. Use the STAR method (Situation, Task, Action, Result) to structure your responses and showcase your achievements effectively.
✨Tip Number 4
Don’t forget to follow up after your interview! A simple thank-you email can leave a lasting impression and show your enthusiasm for the role. Plus, it keeps you on their radar!
We think you need these skills to ace Service Desk Team Manager JBLE1_NI in Newtownabbey
Some tips for your application 🫡
Show Your Leadership Skills:As a Service Desk Team Manager, we want to see how you lead and develop teams. Share specific examples of how you've mentored staff or improved team performance in your application.
Highlight Your IT Experience:Make sure to showcase your prior IT team management experience. We’re looking for candidates who can navigate complex environments, so don’t hold back on detailing your relevant skills and experiences.
Be Data Savvy:Since great Excel skills are a must, include any experience you have with data analysis and reporting. Show us how you’ve used data to drive decisions or improve service delivery in your previous roles.
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 get to know you and for you to learn more about what we do at Capita!
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 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 successfully managed teams in the past, especially in an education-focused environment.
✨Showcase Your Data Skills
Since great Excel skills are a must for this role, prepare to discuss how you've used data to drive performance improvements. Bring examples of reports or presentations you've created that highlight your ability to pull meaningful insights from complex data sets.
✨Demonstrate Problem-Solving Prowess
Be prepared to tackle hypothetical scenarios during the interview. Think about complex problems you've solved in previous roles, particularly in outsourced environments. Show how you collaborated with cross-functional teams to achieve operational excellence.
✨Engage with Stakeholders
This role requires maintaining positive relationships with stakeholders, so come ready to discuss your experience in this area. Share examples of how you've effectively communicated with senior leaders and addressed customer enquiries, ensuring their needs were met while driving team performance.
