3rd Line Support Manager

Company

Capita

Location

Belfast, Northern Ireland, United Kingdom

Posted At

9/8/2025

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Description

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 hav

e:3rd Level qualification in IT or Computing (an advantag
e)Experience with ITSM tools (e.g., ServiceNow
).Excellent troubleshooting and problem-solving skill
s.Strong communication and interpersonal skill
s.ITIL certification (Foundation or higher) preferr

ed
What you will be doi

ng:Line management of a versatile and talent rich team that includes annual and interim performance reviews, training plans, resource planning e
tc.Interacting with the Client on a range of forums and project groups delivering progress updates and offering innovative solutions to problems as requi
redActing as the final escalation point for complex technical issues unresolved by 1st and 2nd line suppo
rt.Overseeing the resolution of critical incidents, ensuring minimal downtime and effective root cause analys
is.Participating in the identification of risks across the managed service and with the mitigation planning and delivery as requi
redMonitoring and report on team performance, SLAs, and KP

Is.