Information Technology Service Desk Manager

2 weeks ago


Dublin, Dublin City, Ireland Realtime Associates Limited Full time

An exciting opportunity has opened up for a skilled Service Delivery Manager on behalf of a Dublin based client within the Financial Services industry. This us a 12 month Fixed Term Contract.

Requirements:

  • Five years of relevant work experience.
  • Familiarity with ITIL principles up to the ITIL Foundation level.
  • Proficiency with the Microsoft Office suite, email, messaging, and mobile technologies.
  • Understand user needs and motivations to handle various situations effectively.
  • Understand Service Desk metrics and service level agreements.
  • Manage third-party vendors.

Your responsibilities will include:

  • Oversee the daily operations of the Service Desk team which provide 1st and 2nd level support to the organisation's users.
  • Manage all incidents and service requests related to end users.
  • Serve as the primary contact for user escalations, ensuring satisfactory resolutions.
  • Troubleshoot ICT service issues or escalate them to 3rd level support as needed.
  • Coordinate communications for critical tickets, including priority one and two incidents.
  • Mentor and train Service Desk staff, conduct regular one-on-one meetings, and perform performance appraisals.
  • Develop, monitor, and report on agreed Service Desk SLAs and KPIs.
  • Work with the Service Delivery Manager to ensure SLAs and KPIs are met, suggesting improvements proactively.
  • Follow up with IS support staff to ensure incidents are resolved, service interruption documents are completed, and user communication is sent.
  • Monitor day-to-day KPI performance to ensure monthly targets are met.
  • Regularly review and update relevant processes and procedures.

To hear more about this role contact Sue on or email your CV to


#J-18808-Ljbffr

  • Dublin, Dublin City, Ireland Bluecube Technology Solutions Ltd Full time

    About Ekco Founded in 2016 Ekco is now one of the fastest growing cloud solution providers in EuropeWe specialise in enabling companies to progress along the path of cloud maturity, managing transformation and driving better outcomes from our clients' existing technology investments. In a few words, we take businesses to the cloud and back We have over 1000...


  • Dublin, Dublin City, Ireland Kansas City International Full time

    New River Community College Dublin, VA Full-time Information Services / Technology (IT) New River Community College is a two-year state institution of higher education operating under a statewide system of 23 community colleges. The college is located on a one-hundred plus acre site at the intersection of U.S. Routes 11 and 100 in Dublin, Virginia with an...


  • Dublin, Dublin City, Ireland Gulf Publishing Company, Inc. Full time

    Apply for Information Technology InstructorShare this job postingAlert a friend or colleague to this open position Dublin, VA Friend/Colleague Email Address* Your Name* Your Email* Please enter the following text in the box below* Private & Confidential No Spam Not ready to apply? No problem.Send yourself a reminder now. Dublin, VA Your Email Address* ...


  • Dublin, Dublin City, Ireland Davy Group Full time

    About usWorking at Davy is more than just a job, it's a unique experience. With a history dating back almost a century, we have built strong relationships with clients and nurtured the careers of Ireland's future business leaders. Established in 1926, Davy Group is a central figure in Ireland's wealth and capital landscape, offering a wide range of services...


  • Dublin, Dublin City, Ireland Cpl Full time

    IT Service Desk AdministratorThe Service Desk Administrator will join our IT team and will work to support the day to day IT support function for our Staff in Ireland and overseas.Key Tasks:Provide 1st line technical support on all software and IT Infrastructure including user devices, iPhones, networks, audio/video and securityProblem solving of technical...


  • Dublin, Dublin City, Ireland Cpl Full time

    IT Service Desk AdministratorThe Service Desk Administrator will join our IT team and will work to support the day to day IT support function for our Staff in Ireland and overseas.Key Tasks:Provide 1st line technical support on all software and IT Infrastructure including user devices, iPhones, networks, audio/video and securityProblem solving of technical...


  • Dublin, Dublin City, Ireland Cpl Healthcare Full time

    IT Service Desk AdministratorThe Service Desk Administrator will join our IT team and will work to support the day to day IT support function for our Staff in Ireland and overseas.Key Tasks:Provide 1st line technical support on all software and IT Infrastructure including user devices, iPhones, networks, audio/video and securityProblem solving of technical...


  • Dublin, Dublin City, Ireland Mitie Full time

    Service Desk AdministratorTeam Operations | Contract type Permanent About Mitie:Mitie provides a wide range of facilities management (FM) services across Ireland, Europe, and the UK. These are delivered as integrated FM contracts, in bundles or as single services, depending on client requirements. Our service areas include technical services, energy and...


  • Dublin, Dublin City, Ireland Davy Group Full time

    About usFrom day one, you'll notice there is something special about working at Davy. Our success is built on nearly 100 years of forging strong relationships with our clients and developing the careers of Ireland's future business leaders. Established in 1926, the Davy Group sits at the heart of wealth and capital in Ireland, providing a broad range of...


  • Dublin, Dublin City, Ireland Cpl Full time

    SERVICE DESK MANAGER 12 MONTH FTCAn exciting opportunity has opened with my client for a Service Desk Manager. In the role, the successful candidate will:· Be Responsible for day-to-day management of the Service Desk team.· Provide both 1st & 2nd level support to users through the team.· Ownership for all incidents & service requests associated with end...


  • Dublin, Dublin City, Ireland Cpl Full time

    SERVICE DESK MANAGER 12 MONTH FTCAn exciting opportunity has opened with my client for a Service Desk Manager. In the role, the successful candidate will:· Be Responsible for day-to-day management of the Service Desk team.· Provide both 1st & 2nd level support to users through the team.· Ownership for all incidents & service requests associated with end...


  • Dublin, Dublin City, Ireland Cpl Full time

    SERVICE DESK MANAGER 12 MONTH FTCAn exciting opportunity has opened with my client for a Service Desk Manager. In the role, the successful candidate will:· Be Responsible for day-to-day management of the Service Desk team.· Provide both 1st & 2nd level support to users through the team.· Ownership for all incidents & service requests associated with end...

  • Service Desk Analyst

    2 weeks ago


    Dublin, Dublin City, Ireland SOLAS IT RECRUITMENT Full time

    As a Service Desk Engineer, you will provide first-line technical support, troubleshoot IT issues, and ensure smooth operations for end-users. This role requires strong technical skills, excellent communication, and a customer-focused approach.Responsibilities:Incident Management:Address and resolve service desk tickets, calls, and emails promptly.Technical...


  • Dublin, Dublin City, Ireland Broadline Recruitment Group Ltd. Full time

    Service Desk CoordinatorLocation: Dublin 22Office Hours – Monday – FridaySalary: €35k+Our client is looking for an experienced Service Desk Coordinator to join their successful team. The ideal candidate will have previous Helpdesk experience in a fast paced environment or customer service experience. This is a perfect role for someone looking to...


  • Dublin, Dublin City, Ireland CPL Full time

    SERVICE DESK MANAGER 12 MONTH FTCAn exciting opportunity has opened with my client for a Service Desk Manager.In the role, the successful candidate will: Be Responsible for day-to-day management of the Service Desk team. Provide both 1st & 2nd level support to users through the team. Ownership for all incidents & service requests associated with end users....


  • Dublin, Dublin City, Ireland Allied World Full time

    Job Description - Associate Service Desk Administrator O) Job Description Associate Service Desk Administrator O ) Description We are looking for a dynamic, passionate, and outstanding Associate Service Desk Administrator to add to our growing talented team.You will be part of an exceptional tech team that constantly seeks innovative ways to serve our...


  • Dublin, Dublin City, Ireland Lex Consultancy Full time

    My client are a leader in financial and legal services who are seeking a dynamic IT Service Desk Team Leader to join the Dublin-based team. Leading a team of 4 and based centrally in Dublin 2, close to St Stephens Green with hybrid working(initially full time on site for training). Reporting to the Dublin IT Manager,the IT Service Desk Team Leader will...


  • Dublin, Dublin City, Ireland Broadline Recruitment Group Ltd. Full time

    Dublin 22 – Monday to Friday – €32k+ – Our fantastic client are actively seeking a skilled Office Coordinator in Dublin 22 to become an integral part of the team. The successful individual will play a big role in facilitating the seamless functioning of the customer service and front of house operations. As a growing company, they prioritise...


  • Dublin, Dublin City, Ireland Triangle Computer Services Full time

    Service Desk Administrator – Level 1 Technical Support The Service Desk Administrator - Level 1 position is a critical role in the delivery of Triangle's technical support and managed service business. Our Level 1 resources form part of our ITIL aligned Service Desk function which provides key operational services and incident support to our enterprise...


  • Dublin, Dublin City, Ireland Rits Information Security Specialists Full time

    Rits Information Security is recruiting.Rits Information Security Specialists is looking for information security consultants in both junior and senior positions. These are permanent fulltime positions based in Citywest Business Campus, Dublin.The successful candidates will be responsible for delivering security related consulting services to our customers....