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
- Set goals, enhance skills and coordinate 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 gather 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
- Strong Excel skills and ability to pull meaningful data from multiple sources to create quality reports and presentations
- ITIL qualification preferred
- Demonstrated ability to work in a complex, highly outsourced environment with complex infrastructure
- Experience dealing with senior leaders and customer stakeholders
- People management / leadership experience and team‑working skills
- Strong planning, organisational and prioritisation skills
- Experience managing operational and technical staff, including recruitment, development, training and motivating staff, dealing with disciplinaries
- Experience tackling complex problem‑solving 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 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 more
- Volunteering for our charity partners or a cause of your choice – opportunity to take a paid day off 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
We’re an equal opportunity and Disability Confident employer, which means we recruit and develop people based on their merit and passion. We’re committed to providing an inclusive, barrier‑free recruitment process and working environment for everyone. 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 reasonableadjustments@capita.com and we’ll get back to you. For more information about equal opportunities and process adjustments, please visit the Capita Careers website.
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