Service Desk Manager, 12month FTC

2 weeks ago

Dublin, Dublin City, Ireland Davy Group Full time

About us

Working 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 to various entities from high-net-worth individuals to corporations and institutional investors.

Our culture is guided by three core values - client success, unity within Davy, and creating a lasting legacy. Together, we strive to achieve exceptional outcomes for our clients and foster personal and professional growth among our 900+ member team.

About the role

We have an exciting opportunity within our Information Systems department for a talented Service Desk Manager. In this role, you will:

  • Lead the Service Desk team on a day-to-day basis
  • Provide 1st & 2nd level support to Davy Users through your team
  • Take ownership of all incidents & service requests related to end users
  • Handle user escalations effectively to ensure satisfactory resolutions
  • Troubleshoot ICT service issues and escalate to higher support levels when needed
  • Manage critical tickets communication including priority incidents
  • Ensure Office printing and scanning operations meet agreed SLAs
  • Mentor and train Service Desk personnel and conduct performance assessments

Service Level Management

  • Develop, Monitor & Report on Service Desk SLA's and KPI's
  • Collaborate with Service Delivery Manager to maintain SLA and KPI compliance
  • Follow up on resolution progress with IS support staff and ensure timely incident closure
  • Regularly assess KPI performance to meet monthly expectations
  • Review processes for alignment with daily service provision

Asset Management

  • Conduct annual audits of IT Asset infrastructure
  • Chair monthly Asset Management departmental meetings
  • Keep Asset Management Framework and process documentation up to date

Requirements

About you

We are seeking an individual with the following background and skills:

  • Five years of relevant work experience
  • Familiarity with ITIL principles up to ITIL foundation level
  • Proficient in the Davy ICT Service Catalogue
  • Experience with Microsoft Office products, e-mail, messaging, and mobile technologies

Problem Solving

  • Skilled in creative problem-solving methods and best practices
  • Ability to resolve user issues efficiently through practical techniques
  • Systematic approach to incident management for problem identification and improvement recommendations

Communications

  • Understanding of user needs and effective communication in various situations
  • Awareness of developing professional relationships and Service Desk metrics
  • Clear and professional communication of updates to colleagues

Schedule Management

  • Ability to prioritize tasks effectively
  • Professional demeanor under pressure with efficient workload management
  • Meet SLA deadlines based on business priorities
  • Handle multitasking and shifting priorities efficiently

Vendor Management

  • Proficiency in managing 3rd party vendors
  • Conduct regular SLA/KPI meetings

What we offer

Davy provides a wide range of benefits and opportunities to support your professional and personal development at any career stage. Beyond competitive compensation, bonuses, and benefits, we emphasize personal growth. With award-winning training from our Learning & Development Team, sports & social programs, flexible work options, and more, our employees have the tools to excel both personally and professionally.

Important Information

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