Technical Service Desk Delivery Manager

Overview

Technical Service Desk Delivery Manager role at EVAD Technology Group. Location: Head office at Unit 3, Robinhood Road, Dublin 22, and customer sites in Dublin and surrounding counties. Start date: asap. Contract type: Full-time. Career level: Preferably 10+ years of experience. Salary: To be confirmed based on experience. Working hours: 8:45 am - 5:30 pm, Monday to Friday (may require covering shifts 8am-4.45pm or 9.15am-6pm).

Duties & Responsibilities

• Reporting to the CTO and Managing Director, oversee the business unit, manage the team, and mentor engineers.
• Training and upskilling: enhance the skills of the engineering department and provide expertise when needed.
• Team development: mentor and develop the growing engineering team.
• Resource Controllers: guide and mentor Resource Controllers, implement daily structures, and assist with escalations.
• Business growth: ensure the delivery and growth of the business unit's margin.
• Revenue maximization: maximize revenue and profitability per employee through effective KPI management.
• Commercial awareness: increase the team\'s understanding of SLA obligations and commercial awareness.
• Pricing and SLA review: continuously review pricing and SLAs, and drive recommendations.
• Escalation support: handle escalation calls from Level 2 Engineers and mentor Level 1 and 2 engineers on resolving issues.
• Documentation implementation: oversee the implementation of documentation with Resource Controllers and the commercialization of new ideas.
• Feedback to directors: provide regular feedback to Directors through file audits, one-on-one observations, and team meetings.
• Team climate: foster a positive climate and culture for the team to thrive.
• Leadership: lead by example, promoting a culture of learning and high customer service standards.
• Service levels and KPIs: ensure the delivery of contracted service levels and KPIs.
• Client response framework: provide a framework for swift and effective client responses.
• Relationship building: develop strong internal and external relationships.
• Business ownership: manage the business unit as if it were your own standalone business.
• Client relationships: build and maintain proactive, positive, and effective client relationships.
• Escalation management: own major incident escalations, coordinate resolutions with internal and external parties, communicate with stakeholders, and conduct post-incident reviews and recommendations.

Pre-Sales Responsibilities

• Sales support: assist Sales Consultants with business development for existing and new accounts, acting as a technical lead.
• Client engagement: engage with potential clients to understand their needs and present tailored IT solutions.
• Solution design: collaborate with technical teams to design and propose solutions that meet client requirements.
• Proposal development: prepare detailed proposals, including cost estimates, timelines, and technical specifications.
• Presentations and demos: conduct product demonstrations and presentations to showcase the value of proposed solutions.
• RFP/RFI responses: respond to RFPs and RFIs from potential clients.
• Technical support: provide technical support during the sales process to address client queries and concerns.

Essential Qualifications, Training, And Experience

• People management: 10+ years of proven experience in managing people, including coaching, mentoring, and developing teams.
• MSP industry: current experience in the Managed Service Provider (MSP) industry.
• Client/account management: essential experience in client or account management, preferably within IT.
• Operational management: 10+ years in managing operational roles.
• Performance management: proven experience in managing performance.
• Project coordination: experience in coordinating, implementing, and monitoring projects and processes.
• Improvement activities: experience in identifying, assessing, and developing activities to drive improvements.
• Flexibility and adaptability: ability to adapt in a dynamic work environment while maintaining effectiveness.

Our Ideal Candidate

• Decision making and communication: strong decision-making abilities and excellent communication skills.
• Adaptability: can transition between structured thinking and unstructured problem-solving.
• Relationship building: builds strong relationships and can influence others.
• Leadership and coaching: strong leadership and coaching skills to empower team members.
• Target focused: focused on managing and achieving SLA targets.
• Planning and organizing: excellent planning and organizational skills.
• Motivation: highly motivated and driven.
• Confidentiality: capable of handling sensitive information securely.

Skills

Sales Support, Client Engagement, Solution Design, Technical Support, MSP Industry, RFP/RFI Responses

Seniority level

• Director

Employment type

• Contract

Job function

• Project Management and Information Technology

Industries

• IT Services and IT Consulting

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