Overview
Capita Belfast, Northern Ireland, United Kingdom
Join to apply for the 3rd Line Support Manager role at Capita. Capita Technology Operations (TechOps) are seeking an experienced and proactive 3rd Line Support Manager to lead our advanced technical support team within the ENNI Managed Service contract in Northern Ireland. This role is responsible for managing escalated technical issues, overseeing the resolution of complex IT problems, and ensuring the stability and performance of our IT infrastructure. The ideal candidate will combine deep technical expertise with strong leadership and communication skills, and your responsibilities will include the management of a well-established delivery team, liaising with a range of sub-contractors and partners, and working closely with our client to continue to deliver an outstanding service that enhances teaching and learning for over 400,000 users in Northern Ireland.
What we’re looking for
* Strong technical knowledge of Windows/Linux servers, networking, virtualization (VMware/Hyper-V), cloud platforms (Azure/AWS), identity solutions and enterprise applications
* Excellent knowledge and experience in IT support, with demonstrable experience in a 3rd line or senior technical role
In addition, you will also have:
* 3rd Level qualification in IT or Computing (an advantage)
* Experience with ITSM tools (e.g., ServiceNow)
* Excellent troubleshooting and problem-solving skills
* Strong communication and interpersonal skills
* ITIL certification (Foundation or higher) preferred
What you will be doing
* Line management of a versatile and talent-rich team, including annual and interim performance reviews, training plans, and resource planning
* Interacting with the client on a range of forums and project groups, delivering progress updates and offering innovative solutions as required
* Acting as the final escalation point for complex technical issues unresolved by 1st and 2nd line support
* Overseeing the resolution of critical incidents, ensuring minimal downtime and effective root cause analysis
* Participating in the identification of risks across the managed service and with mitigation planning and delivery as required
* Monitoring and reporting on team performance, SLAs, and KPIs
Seniority level
* Mid-Senior level
Employment type
* Full-time
Job function
* Information Technology
* Industries: IT Services and IT Consulting
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