Technical Helpdesk Manager

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., * 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.

• 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.

• Salary £50,000pa
• 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

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 500,000 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, Capita is a dynamic leader in consulting and digital services, helping some of the UK's 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 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. If you're ready to make an impact and grow your career, Capita is the place for you. Check out our website www.capita.com