Service Desk & Support Manager

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 have a requirement for a suitably skilled Service Desk & Support Manager to join their team. The duration of this post is 12 months initially with possible extensions thereafter.

Hybrid working will apply – Must be able to attend office in Ashtown Gate, Dublin as required.

Working 35 hours per week, the successful candidate will be employed as an agency employee and will be paid an hourly rate of €45.95 per hour based on an annualised salary of €83,911 you will accrue 30 days annual leave per year and paid Bank Holidays.

Role Purpose

The Service Desk & Support Manager is accountable for the effective, safe and reliable delivery of national business-as-usual support services. The role provides operational leadership for the support service, ensuring incidents, requests, changes, risks and escalations are managed in a timely and structured manner; service performance is monitored; suppliers are held to account; and clinical, quality and regulatory requirements are maintained.

The post holder acts as the key operational interface between the National Support Team, clinical and laboratory users, ICT and other stakeholders, vendors and suppliers, and national programme governance. The role also leads service stabilisation, continual service improvement, and preparation for future deployments and service requirements.

Service Management & Operational Support

• 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.

Quality, Compliance & Risk Management

• Ensure support services operate in line with organisational policies, governance requirements and relevant quality standards.
• Escalate clinical, operational and service risks through appropriate governance channels.
• Support audits, assurance activities, root-cause analysis, disaster recovery testing and quality improvement initiatives.
• Maintain service documentation and contribute to accreditation and compliance requirements.
• Act as the primary operational contact for vendors, suppliers and third-party service providers.
• Manage supplier performance, service reviews and escalation of recurring issues.
• Participate in change management processes, ensuring service impacts are assessed and communicated.
• Build strong relationships with clinical, operational, technical and management stakeholders.

Service Improvement & Planning

• Lead service stabilisation and continual service improvement initiatives.
• Use service data, user feedback and performance metrics to identify improvement opportunities.
• Support service readiness for new deployments, upgrades and operational changes.
• Drive the annual Continual Service Improvement Plan (CSIP) and track delivery of agreed actions.

Reporting & Governance

• Produce regular operational and management reports on service performance, risks, trends and priorities.
• Represent the support function at governance and operational meetings.
• Ensure clear communication of service issues, risks and dependencies to relevant stakeholders.
• Maintain accurate service management and governance documentation.
• Provide leadership and direction to the Service Desk and Support Team.
• Ensure effective resource planning, workload management and service coverage.
• Support recruitment, onboarding, staff development and performance management.

Key Skills & Experience

• 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.

Measures of Success

• Delivery of a stable, responsive and customer-focused support service.
• Achievement of agreed SLA and KPI targets.
• Effective management of incidents, risks and supplier performance.
• Positive stakeholder engagement and user satisfaction.
• Successful delivery of service improvement initiatives.
• A well-resourced and capable support team prepared for future growth and change.

*Applicants must be eligible to work in Ireland at the time of application*

*This position may be subject to Garda Vetting and Foreign Police Clearance, if applicable you will be required to obtain these prior to commencing in this role*

Unijobs is an equal opportunities employer