Service Desk Manager

4 weeks ago

Dublin, Dublin City, Ireland Eolas Recruitment Full time

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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

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