Senior Service Desk Manager

Work in a company that is considered Ireland trusted technology partner, who's team thrives on curiosity, collaboration and delivering service excellence. There is an open role for a Senior Service Desk Manager who will share that same energy.

Key Responsibilities:

• Operational Leadership: Directly manage day-to-day service desk functions, including ticket queues, shift rostering, real-time SLA monitoring, and incident prioritization for a 15+ person team-ensuring 95%+ first-contact resolution and minimal escalations.
• Team Performance & Hands-On Oversight: Conduct daily stand-ups, one-on-ones, and performance interventions; handle escalations personally when needed, while delegating routine tasks to leads without losing operational control.
• Lead the service desk strategy, including capacity planning, budgeting, technology roadmaps and out of hours service.
• Drive continuous improvement: analyze trends, implement automation (e.g., Power Automate workflows), and optimize costs.
• Mentor Service Desk staff, oversee hiring/recruitment, and develop succession plans.
• Collaborate with IT Sales on service catalogs, disaster recovery and other customer offers.
• Report on advanced metrics to senior management and our customers (e.g. SLA Metrics) via standard reporting and QBRs
• Champion a high-performance culture through KPIs, gamification, and professional development programs.
• Oversee workshop operations, driving process, resource, and service quality improvements through data driven insights and collaborative implementation.

Required Skills and Qualifications(operational focus added)

• 10+ years in IT support, with 5+ years in management-including proven ability to operationally run a busy service desk under pressure.
• Expertise in IT service management frameworks (ITIL v4 Practitioner preferred)
• Hands-on proficiency with PSA platforms (Autotask, Kaseya, Datto RMM) for operational dashboards and ticket triage.
• Skilled across Microsoft technologies and core networking solutions.
• Proven track record in process transformation, stakeholder and Vendor management, and maintaining 24/7 operational resilience.
• Excellent Communication Skills.

When you join this company, you join a team that:

• Invests in you- with paid certifications, continuous training, and real career progression.
• Puts people first- building long-term relationships that make customers feel supported and valued.
• Drives innovation- embracing new ideas, tools, and technologies to solve real-world challenges.
• Delivers impact- through projects that shape industries and help clients do their best work.