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Service Desk Team Leader

Are you looking to accelerate your Technical Service Desk Management career? Do you want to join a company where you will have a prestigious and visible management role, work on some leading and critical UK services and be able to propel your Service Desk Management Career in a professional industry leading company?

If you answered "YES" then we have the role for you!

Our Service Desk Managers are highly skilled and motivated individuals that make sure we provide the very best in-class operational management of our Technical Shared Service Desk. As a Service Desk Manager with Capita, you have a seat at the table with our Capita Technology and Software Solutions Management team and play a key role in shaping the service as we continue to grow.

Sound like you? We're looking for someone with previous Service Desk Team Leader experience with the passion and commitment to deliver the highest levels of customer satisfaction. What you'll be doing:

  • Lead, manage and mentor the Service Centre team within Operations
  • Manage a cohort of service desk analysts to deliver high standards of customer care
  • 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.
  • Demonstrating efficiencies & quality of service
  • Create Reports/Presentations to show where service is running well and where it isn't.
  • Create Improvement plans where necessary.

What we are looking for:


  • Previous experience in Service Centre Management
  • 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
  • Excellent customer service skills proven

About Capita Technology And Software Solutions (TSS)

Capita Technology and Software Solutions (TSS) is a newly formed global shared service, responsible for delivering innovation and digital transformation for Capita's businesses and clients. We work collaboratively with Capita's divisions to shape the right digital technology solutions to help clients work differently, engage differently, sell differently and to be resilient to whatever next comes their way. We create innovative technology and software solutions for Capita's clients and businesses while ensuring secure, resilient and predictable service delivery. TSS brings together 5000+ colleagues from across Capita into a single function to deliver world-class technology and software solutions for Capita's businesses and clients.

What's in it for you?

  • A competitive basic salary
  • 23 days' holiday (rising to 27) with the opportunity to buy extra leave
  • The opportunity to take a paid day out of the office, volunteering for our charity partners or a cause of your choice
  • Company matched pension, life assurance, a cycle2work scheme, 15 weeks' fully paid maternity, adoption and shared parental leave, paternity pay of two weeks...and plenty more
  • Voluntary benefits designed to suit your lifestyle - from discounts on retail and socialising, to health & wellbeing, travel and technology
  • 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
  • You'll get the chance to follow your chosen career path anywhere in Capita. You'll be joining a network of 55,000 experienced, innovative and dedicated individuals across multiple disciplines and sectors. There are countless opportunities to learn new skills and develop in your career, and we'll provide the support you need to do just that. Our purpose is to create a better outcome for you.

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 employer, which means we'll consider all suitably qualified applicants regardless of gender identity or expression, ethnic origin, nationality, religion or beliefs, age, sexual orientation, disability status or any other protected characteristic. We recruit and develop our people based on merit and their passion for creating better outcomes, and we're committed to creating an inclusive environment for all employees.

All interviews, assessments and background checks will continue to take place online, to completely remove the need for face-to-face contact. All Capita colleagues who can work from home should do so; and where it is not possible for colleagues to work remotely, we have taken important steps to protect those working from Capita's offices. Social distancing, enhanced hygiene and safety measures are already in place at all Capita locations that are open to protect our colleagues and manage the risk of COVID-19. The welfare of our people is of paramount importance to us, and we're doing everything we can to keep our colleagues and customers safe during this time.

Service Desk Team Leader

Newtownabbey, UK

Published on 25/11/2022

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