August 9, 2021

Service Desk Manager

Job Description

Job Details:

This role has responsibility for the delivery of the managed service within agreed targets and quality standards. Ensure that customer service is preformed to a high standard promoting a “customer first” culture in everything we do.

Key Responsibilities

• Oversee the daily operation of the Service Desk, including coordinating and managing ticket queues to ensure customer focused, timely and effective incident resolution in line with SLAs.

• Management of all proactive services including server/client monitoring and patching services.

• Recruit, train and support the service desk team, monitor and review team and personal performance regularly.

• Take the lead in high priority incident management and communication.

• Promote and enforce Service Desk operations’ compliance with ISO20000 and ISO27001 standards; assist in maintaining of and enforcing compliance with Information Security policies and procedures.

• Ensure tickets are correctly categorised and managed in line with agreed procedures.

• Ensure that staff provide a high standard of customer service to end-users; promote active feedback in all directions to improve services, tools and end-user experience.

• Offer suggestions for continuous service improvements and lead the development of new procedures

• Manage staff scheduling to ensure service desk coverage during normal business hours and effective coordination with on call teams.

• Act as the conduit between the service delivery managers and the Service Desk

• Oversee development and maintenance of the service desk documentation system, ensure client runbooks and procedural documentation are up to date.

• The role will require onsite visits to customer site as part of scheduled meeting and service reviews.

• Produce service desk performance and customer reports as required by management.

Key Requirements

• Knowledge of and practical understanding of ITIL framework

• Experience in managing customer focused and KPI driven teams

• Excellent communication and customer service skills with the ability to support clients remotely.

• Excellent time management skills and ability to work under time pressure

• 3rd Level IT related degree desirable

• A+ and Network + desirable

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Dublin, IE
Career Level
Experienced (Non-manager)
Associate Degree
Job Type
Job Last Updated
August 9, 2021


Colm O'Rourke
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