Technical Helpdesk Manager
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Job Location:
Monthly Salary:
Posted on:
12 hours ago
Vacancies:
1 Vacancy
Job Summary
Salary: 50000 per annum
We are looking for a Technical Helpdesk Manager to lead the build and day-to-day running of a new ServiceNow helpdesk that supports a high-impact public sector learning ecosystem serving more than 500000 users.
In this role you will manage critical incident response service performance and continual improvement across a complex integrated technology stack. You will shape modern workflows and automation collaborate with senior stakeholders and play a key role in driving user satisfaction and service quality.
At Capita we live by our values: Customer First Always; Fearless Innovation; Achieve Together; Everyone is Valued.
These guide how we work collaborate and deliver exceptional results.
Job title:
Technical Helpdesk ManagerJob Description:
About the Programme Youll Support
The Learning Frameworks (Civil Service Learning) programme is built on Cornerstone for learning delivery and is integrated with SAP (finance) Salesforce (CRM) ServiceNow (helpdesk) Amazon Connect (contact centre) and Enterprise Data Platform / Power BI for management information. The ecosystem is engineered for scale and operates under modern service management standards. All service management processes align with ITIL v4.
What Youll Be Doing
- Establishing and managing a new ServiceNow helpdesk capability including operating model runbooks SLAs/OLAs and escalation paths.
- Designing and optimising workflows for ticket intake triage prioritisation (including P1/P2) assignment and resolution.
- Implementing automation virtual agent responses flows and SLA rules within ServiceNow.
- Acting as Incident Manager for P1/critical events coordinating resolver groups and supporting restoration and root cause activities.
- Implementing monitoring across systems and integrations ensuring compliance with audit requirements change controls and ITIL v4 practices.
- Leading weekly and monthly client-facing service reviews including performance reporting and service improvement planning.
- Serving as a Cornerstone administrator; manage configuration and data issues and escalate complex defects to vendors.
- Producing KPI and MI reporting using ServiceNow and Power BI including trend analysis backlog health CSAT insights and action tracking.
- Owning the continuous service improvement roadmap.
- Maintaining a service knowledge base and ensure accessibility of information.
- Supporting and coaching a Support Coordinator and contribute to cross-training across resolver groups.
Required Qualifications
- Experience owning or managing a technology helpdesk or service operation including major incident leadership.
- ServiceNow administration and workflow design experience (SLAs assignment rules flows automation virtual agent).
- Experience applying ITIL v4-aligned service management practices.
- Experience producing KPI/MI reporting using ServiceNow reporting or Performance Analytics with familiarity in Power BI.
- Experience analysing and resolving platform issues and managing vendor escalations.
- Experience managing or leading a small team.
Tools & Environment
- Primary ITSM: ServiceNow
- Integrated Platforms: Cornerstone SAP MuleSoft Salesforce Amazon Connect Power BI
- Frameworks: ITIL v4-aligned service management
Preferred Qualifications
- Cornerstone LMS administration experience or certification.
- Experience supporting large integrated digital ecosystems (Cornerstone SAP MuleSoft Salesforce Amazon Connect Power BI).
- Experience working in public sector or regulated environments.
- Understanding of secure-by-design practices.
About You (Soft Skills)
- Able to communicate clearly and confidently including during fast-moving or high-pressure situations.
- Skilled in building and maintaining effective relationships with stakeholders.
- Able to remain focused and composed during incident response.
- Comfortable working with complexity and committed to continuous improvement.
- Highly organised with strong attention to detail.
Join Capita Where Innovation Meets Opportunity
Capita is a dynamic leader in consulting and digital services helping some of the UKs most recognized organizations 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 sectorsgovernment healthcare education and financeoffering you the chance to contribute to projects that impact millions of lives. At Capita youll be part of a collaborative forward-thinking team that values creativity growth and inclusion.
Were committed to your development and success providing opportunities to learn progress and shape better outcomes for customers and communities. If youre ready to make an impact and grow your career Capita is the place for you. Check out our website
Whats in it for you
- Salary 50000pa
- 23 days holiday rising to 27 (pro rata) plus the option to buy more after qualifying period
- Paid volunteering daywith a charity of your choice
- Generousfamily leave policies including 15 weeks fully paid maternity adoption and shared parental leave
- Cycle2Work scheme pension life assurance and more
What we hope youll do next:
Choose Apply now to fill out our short application so that we can find out more about you.
Were an equal opportunity and Disability Confident employer which means we recruit and develop people based on their merit and passion. Were 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 youd like to discuss other changes or support you might need going forward please email and well get back to you.For more information about equal opportunities and process adjustments please visit the Capita Careers website.
Location:
LondonUnited KingdomTime Type:
Full timeContract Type:
Fixed Term (Fixed Term)Required Experience:
Manager
Key Skills
- Computer Hardware
- Mac Os
- Active Directory
- VMware
- ConnectWise
- HP Service Manager
- Microsoft Windows Server
- Mobile Devices
- Windows
- Help Desk
- Operating Systems
- Remedy
About Company
We help millions of people each day with digitally-enabled solutions to transform and simplify the connections between government & citizens, businesses & customers.
