3rd Line Support Manager

Responsible for all aspects of service delivery across their assigned customer accounts

Job title:

3rd Line Support Manager

Job Description:

As part of our commitment to building an inclusive and diverse workforce, we would particularly welcome applications from people who are from Black, Asian and other ethnic minority backgrounds.

Role Level – C

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:

Essential:

• 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 that includes annual and interim performance reviews, training plans, resource planning etc.
• Interacting with the Client on a range of forums and project groups delivering progress updates and offering innovative solutions to problems 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 the mitigation planning and delivery as required
• Monitoring and report on team performance, SLAs, and KPIs.

About Capita

Capita is an outsourcer, helping clients across the public and private sectors run complex business processes more efficiently, creating better consumer experiences.

Operating across 8 countries, Capita’s 34,000 colleagues support primarily UK and European clients with people-based services underpinned by market-leading technology.

We’re a vital support service for our clients, enabling the everyday interactions that we expect to run seamlessly, to run seamlessly.

Check out our website www.capita.com for more information

What's in it for you?

• 23 days’ holiday (rising to 27) with the opportunity to buy extra leave
• company matched pension, life assurance, 15 weeks’ fully paid maternity, adoption and shared parental leave, paternity pay of two weeks…and plenty more
• volunteering for our charity partners or a cause of your choice - opportunity to take a paid day out of the office
• 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
• opportunity to gain additional qualifications through our Learning Academy or apprenticeships to help develop your career 

Unlock Your Potential with Capita

At Capita, your career can take you wherever your ambition leads. You'll become part of a diverse network of talented, forward-thinking professionals working across a wide range of disciplines and sectors. We’re committed to your growth — offering endless opportunities to expand your skills, explore new paths, and advance your career.

Join us and discover a career with purpose. #CareersWithPurpose

🤝 Customer first, always​🧑‍💻 Fearless innovation​✅ Achieve together​💙 Everyone is valued

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 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 reasonableadjustments@capita.com and we’ll get back to you. For more information about equal opportunities and process adjustments, please visit the Capita Careers website.

Location:

Newtownabbey

,

United Kingdom

Time Type:

Full time

Contract Type:

Permanent