Senior Service Desk Manager

Newtownabbey, UK
22 Aug 2019
06 Sep 2019
Contract Type
Full Time
Becoming a Senior Service Desk Manager with Capita IT & Networks:

This is an exciting role to lead the Service Desk function across the Island of Ireland (Newtownabbey, Dublin & Wexford) during a period of expansion and be a key part of the next generation Service Desk offering. You will be able to be part of shaping the strategy for our centre of excellence as we transform the current facility with new exciting work zones as we grow our centre.

You will have excellent people skills with proven experience of building large scale teams and bringing them together as one high performing unit. Within the role you will be a key part in defining the people agenda for the team, and driving new career and training paths whilst upskilling the team and making it a productive yet fun environment to work in.

This is an excellent opportunity and a key operational leadership role within our Service Management structure where you will be supporting the Head of Service Management on a transformation of the offering, as we take the next step in the next generation service offering.

What you will do
  • Responsible for the delivery of Service Desk for all services in NI and Ireland
  • Responsible for delivering a single Service Desk organisation working closely with the GB Service Desk Manager
  • Work closely with the Incident Management function to improve the overall delivery of the Incident Processes
  • Creating a single delivery function managed and governed through the Workforce Management toolset and methodology
  • Responsible for setting the day to day operation strategy for the Service Desk
  • Required to drive a single team culture bringing all parts of Service Desk together in one rounded, robust 24 x7 delivery function
  • Build a customer focused culture within all Service Desk teams
  • Drive Service Improvements and demonstrate the value of those changes
  • Build strong and collaborative relationships with Service Delivery Managers, Account Directors and the wider Service Management functions
  • Develop productive relationships with customers inside and outside Capita
  • Set best practices ways of working as a single delivery team
  • Support and drive career plans and succession management within the function and create & deploy a modern agile induction process

About you:
  • Highly motivated and committed to delivering excellent customer service
  • Excellent motivator of people with the ability to communicate at all levels
  • Demonstrable track record of successfully delivering a Service Desk function at scale
  • Able to demonstrate composure under pressure and be comfortable making decisions
  • Confident and personable with strong inter-personal skills
  • Proactive and collaborative approach to working with customers, colleagues and partners
  • Able to build productive cross-functional relationships to successfully work with, and influence, individuals not directly managed.
  • Ability to define new ways of working and drive the one team culture
  • Evidence of significant experience delivering a large-scale 24x7 Service Desk function (75+ people)
  • A good understanding of ITIL processes (ideally ITIL qualified)
  • Demonstrable skills and experience in delivering Service Desk for multiple customers
  • Experience of using Workforce Management tooling and methodologies.
  • Be able to demonstrate examples of identifying and delivering service improvements
  • Be able to demonstrate an understanding of cost management within a cost centre
  • Demonstrable experience of building and managing a high performing team delivering great services
  • Able to provide timely, accurate and relevant reporting that enables better business management
  • Evidence of measuring and driving First Time Fix and Productivity initiatives

About Capita IT & Networks

A leading digital infrastructure provider - trusted by thousands of public and private sector enterprises.

Capita IT and Networks is one of the largest IT providers in the UK, providing critical digital, cloud and infrastructure services to over 3,500 organisations. We're the number one provider of IT services to the public sector, supporting one in four hospitals, over 2,500 schools and 50 local councils.

We have top tier partnerships with, and accreditation's from, leading technology vendors, including Microsoft, Cisco, Dell EMC, AWS and HPE. Our team of over 4,000 people includes 1,000 technical specialists and 250 highly qualified field engineers, providing onsite support to our customers. Customers are also supported by our service desks in Coventry, Belfast and Pune, offering full service management and support 24/7.

What we hope you will do next

Help us find out more about you by completing our short application process - click apply now. We understand you might have some questions before taking the step to apply - you can contact Michael Rosbotham on | for guidance.

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Capita Resourcing operates as an equal opportunities employer and we welcome applications from all suitably qualified candidates regardless of gender identity or gender expression, marital status, sexual orientation, pregnancy or maternity, ethnic origin, nationality, religion or beliefs, disability, age, political opinions or trade union membership.

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