Service Desk Manager, 12month FTC
2 weeks ago
About us
From 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 services to high-net-worth individuals, self-directed investors, small-to-medium enterprises, credit unions, corporations, and domestic & international institutional investors.
Our culture is shaped around three values, which are at the heart of everything we do: client success, one Davy, and building a proud legacy. Sharing the same goals, we work together to deliver exceptional outcomes for our clients. As part of a team of over 900, you will be encouraged to learn and to grow, both professionally and personally.
About the role
An exciting opportunity has opened up in our Information Systems department 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 Davy Users through your team
- Ownership for all incidents & service requests associated with end users.
- Act as point of contact for all user escalations ensuring a satisfactory outcome on each occasion.
- Troubleshoot issues with ICT services or escalating issues, where appropriate to 3rd level support
- Coordinate the communication associated with critical tickets including priority one & two incidents.
- Ensure Office printing & scanning are performing to the agreed SLA's
- Mentor and provide relevant training to Service Desk along with regular one-to-one meeting and performance appraisals
Service Level Management
- Develop, Monitor & Report on agreed Service Desk SLA's and KPI's
- Work with Service Delivery Manager to ensure SLAs and KPIs are met and proactively suggest actions & improvements when appropriate.
- Follow up with other IS support staff involved in resolution to advise on the status of their open tickets and ensure incidents are resolved, Service Interruption documents are completed, and the User communication is sent.
- Constantly monitoring KPI performance on a day-to-day basis to ensure monthly performance is in line with expectations.
- Reviewing relevant processes and procedures to ensure they reflect the day-to-day services provided.
Asset Management
- Conduct annual audits of our IT Asset infrastructure ensuring all IT assets are accounted for
- Chair monthly departmental Asset Management meetings
- Ensure Asset Management Framework and process documentation is updated regularly.
About you
We are looking for somebody who has the following background and skills:
- Five years relevant work experience
- Knowledge of ITIL principles up to ITIL foundation level
- An excellent day-to-day knowledge of the Davy ICT Service Catalogue
- Microsoft Office product suite
- E-mail, messaging and mobile technologies
Problem Solving
- An ability to engage the process and best practice associated with creative problem solving
- Deploy practical problem solving techniques to help resolve Users issues at the earliest possible time in the engagement
- A methodical approach to incident management which identifies similarities and overlaps to recognise problems and recommend improvements
Communications
- A clear understanding of how to identify Users needs and motivations and how to deal effectively with a variety of situations
- An Awareness of the needs of developing professional relationships
- An understanding of Service Desk metrics and service level agreements (SLA's)
- An ability to provide clear and appropriate updates to colleagues in a professional and appropriate fashion
Schedule Management
- An ability to work to clearly defined priorities
- An ability to maintain a professional and courteous demeanour while at times working under pressurised situations
- An ability to manage ones workload to ensure adherence to predefines SLA based on business priorities
- An ability to multi-task and respond to changing priorities
Vendor Management
- Ability to manage 3rd party vendors
- Conduct regular SLA/KPI meetings
What we offer
We offer a range of benefits and experiences to support your professional and personal growth, whatever your career stage. Our benefits are not just a number. Yes, we offer competitive salary, annual performance-related discretionary bonus, annual flexible benefits, employer pension contribution, and multiple insurance coverage. But more than that, we focus on developing our people to be their best, professionally and personally.
Training support provided by award-winning Learning & Development Team, extensive sports & social programmes (including free on-site gym & fitness studio), flexible working options, employee assistance programme, enhanced leave options, and social & community care initiatives are just some of the ways our people can empower themselves to be their best.
Important Information
Davy is an equal opportunities employer and we are committed to fostering an inclusive workplace. We value diversity both in background and in experience. You might not meet all of the requirements outlined in the above job description, but we would still like to hear from you. We review all applications received.
Appointment to this role is subject to the candidate's eligibility to work in Ireland.
Where agency assistance is required, our Recruitment Team will engage directly with suppliers. Unsolicited CVs / profiles supplied to us by recruitment agencies will not be accepted for this role.
Davy Group is a member of the Bank of Ireland Group.
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