Description
Purpose: Based in Cork reporting to the IT Manager, the Service Desk Manager will assume responsibility for the 1st line support and data centre support function. This role involves providing repeatable, high quality customer service to the customer business end users, for which the Service Desk is a single point of contact. It also involves coordination of resources within the IT department to ensure the timely resolution of issues, problems and request. It involves proactive management of the data centre function to ensure maximum up-time and minimum issues.
Key requirements
Tracking, control and escalation of technical and user support issues, in conjunction with 1st line support team and data centre team. Manage the identification and resolution of problems from incident data.
Ensure all processes for running the 1st Line Support function and the Data Centre Support function are defined according to a recognised standard, agreed and implemented. Obtain business buy-in to these standards and ensure continued adherence to same.
Proactive management of the 1st line support team and the data centre support team.
Provide technical direction to the 1st line support and data centre support teams.
Define and ensure delivery of team targets to meet business requirements.
Ensure regular status updates with each member of the team and in turn provide regular status update to the IT Manager.
Management of all licensing requirements for software and hardware services.
Ensure the Customers data centre and all Customers kit is at the optimum level of patching.
Manage the scheduling, development, testing and release of all technical bug fixes, patches and change requests
Manage the out-of-hours rota and be available to participate in this rota.
Project manage technical projects and direct team members to project manage technical projects.
Define and agree Service Level Agreements; define and Implement reporting against SLA.
Develop and maintain a risk register and manage each risk therein.
Continuously strive
Key Skills
ITIL, or similar, qualification is essential.
Experience working on and leading a multi-disciplined support function in a busy and pressurised environment.
Previous experience managing a 24x7 data centre.
Experience in determining effort, prioritising and scheduling requests, with the ability to adapt to changing priorities.
A proven track record of displaying excellent customer service skills ,with the ability to meet the requirements spanning various divisions and functions, while maintaining the stability and security of the IT infrastructure.
Experience in developing, improving and implementing processes and procedures and of applying standards to all aspects of a service desk.
Experience in developing and implementing customer Service Level Agreements.
Display strong judgement and decision quality based on evaluation and analysis of information and propose alternative solutions as required.
Excellent interpersonal and communication skills with the ability to confidently interact and influence others both internally and externally.
Willingness to assist in a team environment and to adapt to challenges in the course of achieving departmental and Group objectives.
A positive and flexible can do attitude and self-starting ability with the aptitude to take ownership of projects as required and see them through to completion.
Highly organised with strong administrative and planning skills, ability to prioritise tasks and focus on and meet task deadlines.
Strong commercial acumen.
Results driven and solution focused.
A proven track record of being strategically agile and the ability to anticipate consequences.
Oracle Experience would be highly advantageous.