Service Delivery Manager — Hands-on IT Lead (Hybrid)

Ocho People Ltd.; Belfast City District; On-site; GBP 40,000 - 45,000; Full time

Job summary

Ocho People Ltd. in Belfast is seeking an IT Service Delivery Manager (Service Desk Lead) to run a small service desk while staying close to hands-on work.

The role is based in Belfast City Centre and is full-time and permanent. Reporting to the IT Director, you will coach the service desk, handle incidents and changes, improve processes, and contribute to security projects including Cyber Essentials and ISO 27001.

Qualifications

• Around five years or more of IT support experience with strong Microsoft skills and a practical approach to troubleshooting.
• Experience supporting users across multiple sites and remote working setups.
• Ability to coach colleagues, prioritise and delegate work, and judge when to escape is essential.
• Clear communication and an approachable, customer-focused manner are essential.
• Strong organisational skills are essential.
• Previous experience leading or supervising a service desk team is highly advantageous.
• ITIL knowledge or equivalent service management experience is a strong advantage.
• Exposure to Cyber Essentials, ISO 27001 or similar security frameworks is desirable.
• Experience supporting document management or digital dictation applications is desirable.

Responsibilities

• Lead and coach the service desk team, stepping in hands-on on more complex technical issues.
• Manage incidents, changes and service requests, track service levels and report on performance.
• Improve support processes and documentation, and fix recurring issues at their root cause.
• Coordinate IT for joiners, movers and leavers, keeping asset records up to date.
• Manage relationships with suppliers to make sure third-party services meet expectations.
• Support key business applications, including document management and digital dictation systems.
• Contribute to information security through access control, vulnerability remediation and security awareness activity.
• Support ongoing Cyber Essentials and ISO 27001 work, as well as wider technology projects.

Skills

ITIL knowledge

Microsoft skills

Troubleshooting

IT support experience

Coaching/leadership

Tools

ITIL

Job description

Ocho People Ltd. in Belfast is seeking an IT Service Delivery Manager (Service Desk Lead) to run a small service desk while staying close to hands-on work.

The role is based in Belfast City Centre and is full-time and permanent. Reporting to the IT Director, you will coach the service desk, handle incidents and changes, improve processes, and contribute to security projects including Cyber Essentials and ISO 27001.