IT Service Delivery Manager

MCS Group | Your Specialist Recruitment Consultancy; Belfast City District; On-site; GBP 40,000 - 45,000; Full time

Job summary

MCS Group is working with an established professional services organisation to recruit an IT Service Delivery Manager. This is a hands-on role combining leadership of a small service desk with technical support, service improvement and technology projects.

Reporting directly to the IT Director, you will lead a service desk team and coach colleagues, help resolve complex issues and ensure users across office and remote locations receive an effective, approachable IT service.

Qualifications

• Ideally five or more years of IT support experience.
• Experience supporting users across multiple locations and remote working environments.
• Ability to guide and coach colleagues, prioritise work, delegate effectively.
• Clear communication and customer-focused manner.
• ITIL knowledge or service management experience would be an advantage.

Responsibilities

• Lead the IT Service Desk, coach colleagues and provide hands-on support for complex technical issues.
• Manage incidents, changes and service requests, monitor service levels and report on performance.
• Improve support processes and documentation, resolve recurring issues and contribute to technology projects.
• Coordinate IT support for starters, movers and leavers, maintain asset records and liaise with suppliers.
• Support business applications, including document management and digital dictation systems.
• Contribute to information security through access controls, vulnerability remediation, security awareness and Cyber Essentials and ISO 27001 activities.

Skills

IT service management

Leadership

Microsoft products

Communication

Problem solving

Job description

IT Service Delivery Manager

Belfast city centre | £40,000-£45,000 | Full-time permanent
MCS Group is working with an established professional services organisation to recruit an IT Service Delivery Manager. This is a hands-on role combining leadership of a small service desk with technical support, service improvement and technology projects.
Reporting directly to the IT Director, you will lead a service desk team and coach colleagues, help resolve complex issues and ensure users across office and remote locations receive an effective, approachable IT service.

The role

• Lead the IT Service Desk, coach colleagues and provide hands-on support for complex technical issues.
• Manage incidents, changes and service requests, monitor service levels and report on performance.
• Improve support processes and documentation, resolve recurring issues and contribute to technology projects.
• Coordinate IT support for starters, movers and leavers, maintain asset records and liaise with suppliers.
• Support business applications, including document management and digital dictation systems.
• Contribute to information security through access controls, vulnerability remediation, security awareness and Cyber Essentials and ISO 27001 activities.

What you will bring

• Ideally five or more years of IT support experience, with strong Microsoft skills and a practical approach to troubleshooting
• Experience supporting users across multiple locations and remote working environments.
• The ability to guide and coach colleagues, prioritise work, delegate effectively and recognise when to escape.
• Clear communication, good organisation and an approachable, customer-focused manner.
• ITIL knowledge or equivalent service management experience would be an advantage.

Working arrangements

• The role is based in Belfast city centre, with five days in the office during the initial six-month probation period. After probation, hybrid working is available with one day per week working from home
• Occasional travel to other offices and flexibility for maintenance, projects or significant incidents outside normal working hours will be required.