We are looking for a Service Desk Manager for a permanent role that will be based onsite in Dublin. This role will be predominantly focused on the management and evolution of the Service Desk which supports business operations. Additionally, this role will also support the implementation of projects and changes within business processes and provide subject matter expertise and training/support on key systems.

Key Responsibilities:

• Responsible for the Service Desk which includes managing all tickets, incidents, requests, problems, and changes.
• Manage the delivery of support services to both ICT and business stakeholders.
• Manage relationships with various business stakeholders and coordinate all Service Desk support activities.
• Provide regular reports of Service Desk KPI’s in line with agreed SLAs to Senior Management and business stakeholders with a view for overall continuous improvement for the department.
• Contribute to the departmental budgets, expenses, cost evaluation, in particular for all Service Desk related projects.
• Work with staff to promote, develop, and maintain strong customer service values.
• Identify key opportunities for continuous improvement to the services provided and customer experience through analyses of data/systems.

Systems Knowledge & Training Responsibilities:

• Acquire deep Subject Matter Expertise in the systems that are used to deliver the client’s services.
• Work with vendors to ensure they understand the currently available functionality and where appropriate influence the development roadmap.
• Provide training and associated assets to staff.
• Be a champion for the systems as they are deployed and the benefits they can deliver to the staff.

• Prior experience leading a Service Desk function, with experience with tools such as Remedy, Service Now or Sysaid.
• Systems orientated with a background in project team working to bring about change.
• Some training experience, formal or informal.
• Business process analysis and documentation skills.
• Third party, vendor management skills.
• Comfortable working in a Project environment under pressure.
• Excellent communication skills with the ability to influence an audience.
• Attention to detail and willingness to question and problem solve.
• Strong relationship building and interpersonal skills.