Service Desk Team Manager

Capita; Dublin; On-site; EUR 60,000 - 80,000; Full time

Benefits offered by this job

Hybrid – Dublin office presence

Competitive salary

23 days’ holiday (pro rata)

Volunteer day with charity

Pension and life assurance

Job summary

Capita is seeking a Service Desk Team Manager in Dublin on a hybrid basis. You will lead a team of Service Desk Analysts, coach performance, and act as an escalation point for service issues and stakeholder feedback.

The role emphasizes continuous service improvement, cross-functional collaboration, and delivering structured reports to customers and leadership. Hybrid work with office attendance in Dublin when needed; strong Excel and stakeholder management skills are essential to drive service

Qualifications

• Experience leading IT Service Desk, Service Centre or technical support teams.
• Advanced Excel skills to analyse data from multiple sources.
• Experience in a complex outsourced IT environment.
• Proven ability to engage with senior leaders and stakeholders.
• Strong planning, organisational and prioritisation capabilities.
• Proven problem-solving skills with cross-functional collaboration.
• Excellent communication and stakeholder management.

Responsibilities

• Lead, coach and develop a Service Desk Analysts team.
• Manage performance issues and escalate when required.
• Serve as escalation point for customer inquiries and issues.
• Build relationships with customers, stakeholders and ops teams.
• Monitor performance and identify improvement opportunities.
• Produce and present service reports and insights.
• Collaborate with cross-functional teams on complex challenges.

Skills

IT Service Desk leadership

Excel reporting

Outsourced IT environment

Stakeholder engagement

Planning & prioritisation

Problem solving

Communication & collaboration

Education

ITIL qualification

Tools

ITSM ticketing tools

Job description

Service Desk Team Manager

Location: Dublin, Republic of Ireland (Hybrid)

We have an exciting new position available. We are looking for a Service Desk Team Manager to lead and develop a team of Service Desk Analysts supporting the Department of Justice in the Republic of Ireland. This is a hybrid leadership role based in Dublin, with office attendance required when needed to support operational and team objectives. The service primarily operates Monday to Friday between 8:00am and 6:00pm. Flexibility within these hours will be required to support service delivery and team management. This is an excellent opportunity for an experienced people leader with a strong background in IT service operations, stakeholder management and continuous service improvement.

At Capita, we live by our values: Customer First, Always; Fearless Innovation; Achieve Together; Everyone is Valued.

Job Description

• Lead, coach and develop a team of Service Desk Analysts, fostering a high-performing and collaborative culture.
• Manage performance issues constructively and ensure appropriate actions are taken when required.
• Act as an escalation point for customer enquiries, service issues and feedback.
• Build and maintain positive relationships with customers, stakeholders and operational teams.
• Monitor operational performance, identify improvement opportunities and implement effective solutions.
• Produce and present service reports, performance updates and operational insights to stakeholders.
• Work closely with cross-functional teams to address complex operational and technical challenges.

What We're Looking For

Essential Skills and Experience

• Previous experience managing or leading an IT Service Desk, Service Centre or technical support team.
• Excellent Microsoft Excel skills with the ability to analyse data from multiple sources and produce meaningful reports and presentations.
• Experience working within a complex outsourced IT environment supporting large-scale infrastructure services.
• Demonstrable experience engaging with senior leaders, customers and key stakeholders.
• Strong planning, organisational and prioritisation skills with the ability to manage competing demands.
• Proven ability to solve complex problems and collaborate effectively with cross-functional teams.
• Excellent communication and stakeholder management skills.

Desirable qualifications

• ITIL qualification or equivalent service management certification.
• Experience using ITSM ticketing tools
• Experience delivering service improvement initiatives and driving operational efficiencies.

How This Role Aligns to Our Values

• Achieve Together: You will build strong relationships with customers, stakeholders and cross-functional teams, working collaboratively to deliver excellent service outcomes and support team success.
• Customer First Always: You will act as an escalation point for customer enquiries and service issues, ensuring customer needs are understood, prioritised and resolved effectively.
• Fearless Innovation: You will identify opportunities for service improvement, implement effective solutions and use data-driven insights to enhance operational performance, efficiency and service quality.
• Everyone is Valued: You will lead, coach and develop your team, creating an inclusive and supportive environment where everyone is respected, encouraged to contribute and empowered to perform at their best.

Employer Overview

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.

Benefits

• Hybrid – office-based Dublin, ROI
• Competitive salary
• 23 days’ holiday, rising to 27 (pro rata) – plus the option to buy more after qualifying period
• Paid volunteering day with a charity of your choice
• Generous family leave policies – including 15 weeks’ fully paid maternity, adoption, and shared parental leave
• Cycle2Work scheme, pension, life assurance, and more

Equality and Diversity

We are committed to building a workforce that reflects the diversity of the communities we serve. As part of our strategic goals, we are focused on accelerating gender and ethnic representation in leadership roles. We warmly encourage applications from women and individuals from Black, Asian, and other ethnic minority backgrounds. 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 [e-mail] and we’ll get back to you. For more information about equal opportunities and process adjustments, please visit the Capita Careers website.

Location and Contract

Location: Home-Based - Ireland , Irlandia

Time Type: Zatrudnienie w pełnym wymiarze godzin Contract Type: Stały

Capita is an AI-enabled business services partner. We work with organisations across the public and private sectors, helping them deliver better, more efficient services. Every day, millions of people rely on services we support across central and local government and regulated industries. We combine technology, data and AI with the expertise and judgement of our people to help clients solve complex challenges and deliver better outcomes for the people and communities they serve.