IT Service Desk Manager Ireland Posted on 02/12/2024 Be the First to Apply
4 weeks ago
At DP World , we are currently recruiting for an IT Service Desk Manager to support the operational success of the Service Desk, delivering effective and efficient support to ensure high customer satisfaction and adherence to SLAs. This role involves leading a customer-focused team, managing all service desk operations, and driving continuous improvement in service delivery.
Our successful candidate will implement best practices in line with ITIL guidelines, oversee incident and request handling processes, and coordinate with IT teams to resolve issues promptly.
They are also charged with managing service desk metrics, reporting on performance, and aligning service desk strategies with IT and business objectives.
The Service Desk Manager is essential in bridging IT support with customer service, ensuring the service desk delivers timely and effective assistance. They lead a team that represents the frontline of IT, aligning technical support with user needs and business goals. This role requires a blend of technical expertise, leadership, and strategic planning, and involves close collaboration with various IT and business stakeholders to maintain an efficient and customer-focused IT service function.
Location: Hybrid working, located in the UK or Dublin with some travel to UK/Dublin offices additional travel around Europe may be required.
Hours: Full-time, 40 hours per week, Potential an On call Rota may apply.
Contract: Permanent
About the Role
How you will contribute
- Direct the Service Desk team, ensuring a customer-centric approach to support. Foster a culture of excellence and responsiveness, ensuring team members are highly skilled and motivated.
- Monitor and manage service desk performance against SLAs and KPIs. Implement strategies to increase efficiency and improve customer service.
- Continuously evaluate and improve service desk processes using ITIL best practices to streamline incident, problem, and request management workflows.
- Ensure the delivery of high-quality support services. Conduct regular service reviews and implement corrective actions to address any service delivery issues.
- Identify training needs and opportunities for team development to enhance skills and knowledge in line with evolving IT landscapes.
- Liaise with business stakeholders to understand their needs and align service desk activities with business priorities and user expectations.
- Oversee the incident management process to ensure timely resolution of issues. Analyse trends to drive down incident volumes and conduct root cause analysis to prevent recurrence of problems.
- Develop and maintain a robust reporting system to regularly provide insights on service desk performance, incident trends, and customer feedback.
- Manage relationships with external vendors and service providers to ensure they meet contractual obligations and support the service desk’s objectives.
- Work closely with IT infrastructure, operations, and cybersecurity teams to ensure a coordinated approach to resolving technical issues and implementing IT changes.
- Build and maintain positive relationships with users, enhancing customer experience and ensuring service desk is seen as a trusted IT partner.
- Manage the service desk resourcing, ensuring effective allocation of support across the region.
What you will bring
QUALIFICATIONS
- Have a minimum of 5 years' hands-on experience in IT service desk management, including a successful track record of integrating service desks from different business units. They should hold a relevant degree, supplemented with ITIL certification, and possess strong project management capabilities. Prior experience should demonstrate effective leadership in managing diverse IT support teams, with a clear focus on delivering customer-centric solutions and driving operational excellence within a service desk environment.
EXPERIENCE
- Minimum 5 Years’ experience of IT in Service Desk Management.
- A degree in Computer Science, Information Technology, Business Administration, or a related field.
- Industry certifications such as advanced ITIL certifications are highly desirable.
- Proven managerial experience with the ability to lead and motivate a diverse IT support team.
- Strong understanding of service desk operations and experience with service management software and tools.
- Solid project management skills with experience managing service integration projects.
- Excellent communication and stakeholder management skills, with the ability to articulate technical information to non-technical audiences.
- Strong problem-solving skills and the ability to analyse service desk activity to drive continuous improvement.
- Experience overseeing service desks across multiple sites or geographies.
Compensation
DP World offers exciting and challenging roles within a growing international organization. We strive to hire and develop the right people, locally and globally, stimulating personal growth and self-development within an informal atmosphere. We offer a market competitive compensation package.
About DP World
Trade is the lifeblood of the global economy, creating opportunities and improving the quality of life for millions of people around the world. DP World is here to make trade flow better, changing what’s possible for the customers and communities we serve globally. With more than 106,500 employees across 73 countries, we are pushing trade further and faster towards a seamless supply chain that’s fit for the future. By integrating our physical infrastructure with cutting-edge technology, we create efficient end-to-end solutions, pushing the sector towards better ways to trade, minimising disruptions from the factory floor to the customer’s door.
We’re rapidly transforming and integrating our businesses - Ports and Terminals, Economic Zones, Marine Services, Logistics and Technology – and uniting our global infrastructure with local expertise to create stronger, more efficient end-to-end supply chain solutions that can change the way the world trades.
The DP World family comprises of syncreon, Imperial and P&O.
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