IT Service Desk Manager

2 days/week in Dublin OR Limerick office €60k-€70k/year + excellent benefits package Great opportunities to further develop in the Cloud/Data/Security space

Your Role

• Provide technical leadership and guidance to Service Desk Team Leads and Engineers.
• Maintain strong technical knowledge across Microsoft 365, Azure, Copilot, Intune, Microsoft Security services, and cybersecurity management platforms.
• Manage escalated technical issues impacting ICT user support services.
• Collaborate closely with technical management teams to ensure incidents are resolved efficiently and professionally.
• Lead the Contact Centre and Service Desk teams, overseeing day to day operations.
• Ensure the consistent delivery of high quality support services in line with agreed SLAs and KPIs.
• Maintain overall responsibility for service ticket management and customer satisfaction.
• Coordinate the investigation and resolution of major incidents with technical teams.
• Drive process improvements to increase operational efficiency and enhance customer experience.
• Champion innovation through the adoption of AI and automation technologies.
• Maintain and improve operational documentation, procedures, standards, and knowledge resources.
• Act as a key member of the Managed Services Management Team.
• Foster a positive, collaborative, and customer centric culture.
• Monitor team performance, including response times, resolution times, and SLA compliance.
• Provide coaching, mentoring, training, and performance management for team members.
• Develop and implement individual learning, certification, and career development plans.
• Conduct regular one to one meetings, team meetings, and performance reviews.
• Manage resource allocation, workforce planning, and team scheduling.
• Participate in Service Management activities for key customer accounts.
• Prepare and present customer service review meetings.
• Lead service escalations and manage communications with customers and stakeholders.
• Oversee the onboarding and transition of new managed services customers.
• Build strong client relationships and maintain high levels of customer satisfaction.

Your Experience

• Strong technical knowledge of Microsoft Cloud solutions, cybersecurity technologies, and security best practices.
• Proven experience managing a Service Desk function, ideally within a Managed Services Provider (MSP) environment.
• Strong track record of delivering services against SLA and KPI targets.
• Demonstrable experience managing and improving ITIL based processes, including incident, service request, escalation, and problem management.
• Hands on experience with IT Service Management (ITSM) platforms such as ConnectWise, ServiceNow, or similar tools.
• Strong customer service orientation with a commitment to delivering exceptional client experiences.
• Excellent communication and stakeholder management skills with a customer first mindset.
• Strong people leadership, coaching, and team development capabilities.
• Excellent analytical, troubleshooting, and problem solving skills.
• Highly organised with strong attention to detail.
• Proactive, improvement focused, and results driven approach.
• Professional, approachable, and supportive leadership style.
• ITIL certification or equivalent practical experience.
• Microsoft certifications across Microsoft 365, Azure, Security Administration, and Modern Workplace technologies.
• Knowledge of cybersecurity frameworks and compliance standards.
• Minimum of 2 years' experience in a similar Service Desk Management role.
• Excellent client facing and relationship management skills.
• Strong analytical and problem solving capabilities.