Service Desk Manager

4 weeks ago

Dublin, Dublin City, Ireland Eolas Recruitment Full time

Get AI-powered advice on this job and more exclusive features.

Our leading client is seeking a Service Desk Manager to join their team on a permanent basis. The Manager is responsible for overseeing the delivery and optimization of end-user IT services, including device management, software support, and user experience enhancements. This role operates within a complex international IT environment, encompassing global and local systems, legacy and next-generation applications, and diverse support teams. The Manager ensures the smooth operation of end-user systems and services to support business productivity.

Main Responsibilities

  1. Lead, mentor, and support a team of two, focusing on helpdesk, deskside support, and information security compliance tasks. Act as an escalation point for complex end-user computing issues.
  2. End-User Support: Oversee the management of IT support for end users, ensuring the efficient handling of service desk tickets and maintaining high user satisfaction.
  3. Device and Software Management: Manage the lifecycle of end-user devices (laptops, desktops, mobile devices), including procurement, deployment, patching, upgrades, and obsolescence planning. Ensure seamless delivery and optimization of collaboration tools (e.g., Microsoft 365, Teams, and conferencing platforms).
  4. Policy Compliance: Maintain adherence to security and compliance standards, including identity and access management, data protection, and software licensing. Collaborate with external providers to deliver efficient EUC solutions and services, monitoring performance against SLAs.
  5. Process Improvement: Develop, document, and refine EUC processes to enhance operational efficiency and user satisfaction.
  6. User Training and Communication: Support end-user adoption of IT tools and platforms through clear communication, training sessions, and user guides.

Ideal Candidate Profile

  1. Technical Expertise: Proficient in managing and supporting end-user devices, software, and collaboration tools in a corporate environment.
  2. Customer-Focused: A strong commitment to providing excellent user experiences and solving problems with a proactive approach.
  3. ITSM and ITIL Experience: Familiarity with ITIL frameworks, ITSM tools, and service desk operations.
  4. Communication Skills: Excellent ability to translate technical concepts into clear, user-friendly language for non-technical stakeholders.
  5. Adaptable: Comfortable working in a fast-paced environment, embracing evolving priorities and responsibilities.

Qualifications

  1. A third-level degree in IT, computer science, or a related field.
  2. At least 3 years of experience managing end-user computing environments or IT support teams.
  3. Strong knowledge of endpoint management tools (e.g., SCCM, Intune, or equivalent).
  4. Familiarity with enterprise collaboration platforms (e.g., Microsoft 365).
  5. Experience with ITIL processes and ITSM tools.
  6. Background in sectors such as fleet management, leasing, automotive, or financial services is a plus.
  7. Excellent troubleshooting, analytical, and problem-solving skills.

Salary: 75-80k

Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Management

Industries

IT Services and IT Consulting, Motor Vehicle Manufacturing, and Staffing and Recruiting

#J-18808-Ljbffr

  • Service Desk Team Manager

    7 days ago

    Dublin, Dublin City, Ireland beBee Careers Full time

    Job DescriptionWe are seeking a highly capable and organized Service Desk Team Leader to coordinate the daily operations of our service desk team. This pivotal role involves leading all aspects of service desk delivery, including incident and request management within ServiceNow, ensuring compliance with SLAs, and supporting seamless onboarding and...

  • Service Desk Operations Manager

    6 days ago

    Dublin, Dublin City, Ireland beBee Careers Full time

    Job SummaryWe are seeking an experienced Service Desk Operations Manager to lead our service delivery team. As a key member of our operations team, you will be responsible for managing and coordinating our service desk operations to ensure seamless delivery of services to our customers.Key Responsibilities:Lead and manage the service desk team to achieve...

  • IT Service Desk Operations Manager

    2 days ago

    Dublin, Dublin City, Ireland beBee Careers Full time

    Job SummaryWe are seeking a highly capable and organized IT Service Desk Operations Manager to coordinate the daily operations of our service desk team. This pivotal role involves leading all aspects of service desk delivery, including incident and request management within ServiceNow, ensuring compliance with SLAs, and supporting seamless onboarding and...

  • Service Desk Delivery Manager

    2 days ago

    Dublin, Dublin City, Ireland beBee Careers Full time

    About the RoleThis role is ideal for someone who is passionate about delivering exceptional customer service and has experience in IT service management. The successful candidate will be responsible for leading the service desk team, ensuring that all incidents and requests are handled efficiently and effectively.The ideal candidate will have strong...

  • IT Service Desk Manager

    6 days ago

    Dublin, Dublin City, Ireland beBee Careers Full time

    About the RoleThe successful candidate will lead a team of Tier 1 support agents, ensuring smooth operations and prompt issue resolution. They will provide technical expertise, manage team performance, and drive service improvements.Key ResponsibilitiesLead and support a team of Tier 1 agents, offering training and performance feedback.Ensure efficient...

  • Service Desk Engineer

    2 weeks ago

    Dublin, Dublin City, Ireland Codec Azure Full time

    Service Desk Engineer Job Description:Codec Azure is seeking a highly skilled Service Desk Engineer to join our team. As a Service Desk Engineer, you will be responsible for providing high-quality IT support services to our clients. This is an exciting opportunity to work with our team to deliver exceptional service and ensure that all incoming incidents are...

  • Service Desk Operations Leader

    2 weeks ago

    Dublin, Dublin City, Ireland Tn Ireland Full time

    We require an exceptional Service Desk Operations Leader to join our team at Tn Ireland. The successful candidate will be responsible for overseeing the delivery of IT services, developing service delivery standards and processes, and monitoring the performance of IT services.They will work closely with customers to understand their needs, oversee incident...

  • Service Desk Operations Lead

    6 days ago

    Dublin, Dublin City, Ireland beBee Careers Full time

    Job OverviewWe are looking for a skilled professional to lead our service desk operations, ensuring seamless delivery of IT services to our business.The successful candidate will be responsible for developing and implementing service delivery standards, monitoring IT service performance, and collaborating with stakeholders to meet their needs.In addition,...

  • IT Service Desk Coordinator

    4 days ago

    Dublin, Dublin City, Ireland beBee Careers Full time

    IT Service Desk Coordinator Job DescriptionWe are looking for a detail-oriented and organized IT Service Desk Coordinator to join our team. In this role, you will be responsible for maintaining ownership of requests and ensuring communication with users and colleagues throughout the process.You will assess, prioritize, research, and resolve incidents and...

  • Service Desk Team Leader

    2 weeks ago

    Dublin, Dublin City, Ireland ESW Full time

    The OpportunityWe are seeking a highly capable and organized Service Desk Team Lead to coordinate the daily operations of our service desk team. This pivotal role involves leading all aspects of service desk delivery, including incident and request management within ServiceNow, ensuring compliance with SLAs, and supporting seamless onboarding and offboarding...