Service Desk Manager

• 3 days/week on site, Dublin City Centre
• Excellent opportunities for further development and growth
• €55k-75k/year + Benefits & Training Opportunities

The Service Desk Manager is responsible for overseeing the Service Desk Team and their day-to-day delivery of customer support. The role will not be hands-on however a strong technical awareness is mandatory. 

Your Responsibilities

• Lead, coach, and develop the service desk team, including task assignment and performance management.

• Oversee the efficient management of all incidents and service requests, ensuring they are correctly logged, prioritised, and resolved within agreed Service Level Agreements (SLAs).

• Plan and allocate resources to guarantee appropriate coverage, including out-of-hours support.

• Serve as the main escalation contact for complex or high-priority issues.

• Review and refine service desk processes, introduce new approaches where needed, and maintain the client knowledge base to drive efficiency and enhance service quality.

• Track KPIs, analyse ticket patterns and trends, and provide reports, insights, and recommendations to senior management.

Your Skills and Qualifications

• At least 3–5 years in IT service management, including a minimum of 2–3 years in a supervisory or leadership capacity. Previous experience within a Managed Service Provider environment is highly reccomended.

•  Solid understanding of IT infrastructures, including Microsoft 365, Active Directory, cloud platforms (AWS, Azure), networking fundamentals, and hands-on experience with RMM (Remote Monitoring and Management) and PSA (Professional Services Automation) tools.

• Strong leadership, communication, and interpersonal skills, coupled with robust analytical and problem-solving capabilities and a clear customer-focused mindset.

• Relevant certifications such as ITIL and comprehensive knowledge of ISO standards and processes (phone number removed) and 27001).

Please APPLY directly or contact me for further info on (url removed) / (phone number removed)