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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 volunteering opportunities.
- Other info: Join a diverse team with opportunities for career growth and additional qualifications.
- Why this job: Make a real difference 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.
- 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 employer: Capita
Contact Detail:
Capita Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Team Lead
✨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 colleagues and leaders in the field. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Prepare for interviews by researching the company culture and values. Familiarise yourself with their service desk operations and think about how your experience aligns with their goals. This will help you stand out as a candidate who truly understands their mission.
✨Tip Number 3
Showcase your leadership skills during interviews! Be ready to share examples of how you've successfully managed teams, tackled complex problems, and improved service performance. Highlighting these experiences will demonstrate that you're the right fit for the Service Desk Team Lead role.
✨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 team at StudySmarter. Let’s make this happen together!
We think you need these skills to ace Service Desk Team Lead
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, so don’t hold back!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to tell us why you're passionate about leading a service desk team and how your previous experiences have prepared you for this role. Keep it engaging and personal – we love a good story!
Showcase Your Skills: Don’t forget to highlight your Excel skills and any ITIL qualifications you have. We’re keen on seeing how you can pull meaningful data and create quality reports. If you've tackled complex problems before, share those examples too!
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It’s the best way for us to keep track of your application and ensure it gets the attention it deserves. Plus, it shows you’re serious about joining our team!
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, and be ready to share specific examples of how you've done this in the past.
✨Showcase Your Problem-Solving Skills
Be prepared to discuss complex problems you've tackled in previous roles. Highlight your experience in working with cross-functional teams and 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 ready to talk about how you've used Excel to create meaningful reports and presentations that drive decision-making.
✨Demonstrate Your Leadership Style
Think about your leadership style and how it aligns with the company's values. Be ready to discuss your approach to goal setting, performance reviews, and skill enhancement for your team, as well as how you handle disciplinary actions.