Service Desk Team Manager

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.

Job title:

Service Desk Team Manager

Job Description:

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 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
• Occasional paid on-call duty is expected (around 1 weekend in 4).

Join Capita – Where Innovation Meets Opportunity 

Capita is a dynamic leader in consulting and digital services, helping some of the UK’s most recognised organisations transform and thrive. We use cutting-edge technology and fearless innovation to create smarter, more efficient solutions that make a real difference. Our work spans diverse sectors - government, healthcare, education, and finance - offering you the chance to contribute to projects that impact millions of lives. At Capita, you’ll be part of a collaborative, forward-thinking team that values creativity, growth, and inclusion.

We’re committed to your development and success, providing opportunities to learn, progress, and shape better outcomes for customers and communities. If you’re ready to make an impact and grow your career, Capita is the place for you. Check out our website www.capita.com 

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 

Unlock Your Potential with Capita

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.

Join us and discover a career with purpose. #CareersWithPurpose

🤝 Customer first, always​🧑‍💻 Fearless innovation​✅ Achieve together​💙 Everyone is valued

What we hope you’ll do next:

Choose ‘Apply now’ to fill out our short application, so that we can find out more about you.

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.

Location:

Newtownabbey - Hillview House

,

United Kingdom

Time Type:

Full time

Contract Type:

Permanent