IT Service Desk Manager

  • Negotiable
  • Banking & Finance, Digital / Technology, Legal, Risk & Compliance
  • Dublin North
  • Full Time
  • 19/12/2018


Are you looking for a challenging IT Service Desk Manager role with a growing & fast paced SAAS Technology solution provider based in Dublin?  Are you currently a SAAS service desk professional with a minimum 2-3 team lead experience? This ambitious technology firm is growing rapidly. There are significant opportunities therefore to develop your career, skills and experience in line with the firm’s own international expansion. You will be very comfortable with change in a fast-paced working environment. You will have a strong work ethic and considerable level of persistence.   

Daily you will manage, train, coach and mentor a small service desk support team to ensure SLAs are fully met. 1st and 2nd line support. You will drive and continually improve ITIL processes managing the full change management process. You will own the service desk tool, provide regular performance reports, manage team rotas, manage 3rd party vendors, provide audit support as required, perform quality checks on service desk agents and act as the escalation point for all service desk issues.   

                                       It’s not what you do day to day – It’s Why?

Required Skills/Experience

  • 3rd Level Computer Science degree or equivalent.
  • SAAS based service desk support / systems a must.
  • Strong hands on team performance management experience to agreed SLAs.
  • ITIL standards knowledge, Zendesk reporting, 3rd party vendor performance management.  
  • Demonstrable continuous service process improvement ability.
  • Self-starter with strong communication, problem solving, customer facing and decision-making skills / judgement.

Please note that you need a full stamp 4 and unrestricted working visa rights to apply for this role and must be available immediately.

This role comes with an attractive salary and bonus. If you are interested in applying please contact Derek Leahy today in strictest confidence. Apply for the job by clicking ‘Apply now’, call Derek on 01-703 8805 or you can email your CV to with details as to why you think you are suitable for the role. Please note all correspondence is treated in strictest confidence.

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