Lead Service Desk & Support Manager – Hybrid Dublin

Unijobs; Dublin; Hybrid; EUR 75,000 - 91,000; Full time

Benefits offered by this job

30 days annual leave

Paid bank holidays

Job summary

Unijobs on behalf of our public sector client is seeking a Service Desk & Support Manager for a 12-month contract with hybrid working in Dublin. The role offers 35 hours per week and an hourly rate of €45.95, based on an annualised salary of €83,911, with 30 days annual leave and paid bank holidays.

The post holder will lead service delivery, manage incidents and changes, and ensure governance, compliance and continual service improvement across national support services.

Qualifications

• Experience managing IT support or service desk operations within a complex or regulated environment.
• Strong knowledge of incident, problem, change, risk and supplier management.
• Experience working with business-critical systems and stakeholder groups.
• Strong analytical, problem-solving and decision-making skills.
• Excellent communication, leadership and relationship-management abilities.
• Knowledge of quality, audit and compliance processes within regulated environments is desirable.

Responsibilities

• Lead the day-to-day operation of the client support service, ensuring effective management of incidents, service requests, problems, risks and escalations.
• Monitor service performance, SLAs, KPIs, incident trends and backlogs, taking corrective action where required.
• Manage major incidents and provide leadership during high-impact service disruptions.
• Ensure service issues, complaints and user feedback are investigated and resolved appropriately.
• Provide operational leadership for the Service Desk and Support Team.
• Produce regular operational and management reports on service performance, risks, trends and priorities.
• Represent the support function at governance and operational meetings.
• Ensure effective resource planning, workload management and service coverage.

Skills

Incidents management

Problem management

Change management

Risk management

Supplier management

Communication

Leadership

Stakeholder management

Job description

Unijobs on behalf of our public sector client is seeking a Service Desk & Support Manager for a 12-month contract with hybrid working in Dublin. The role offers 35 hours per week and an hourly rate of €45.95, based on an annualised salary of €83,911, with 30 days annual leave and paid bank holidays.

The post holder will lead service delivery, manage incidents and changes, and ensure governance, compliance and continual service improvement across national support services.