Description
As the unrivalled global market leader in the industry, with extensive global growth plans being put into practice right now, we are looking to expand our Tralee based IT division with a Help Desk Support Manager to come on board and build, implement and manage an IT Help Desk department from Greenfield to delivery.
The role: This is a strategic position within an established blue-chip multinational which will provide the experienced IT Help Desk Manager with the opportunity to take responsibility for brand new project establishing the vision for IT-related helpdesk activities for the EMEA regions.
Goals: Routine operations tasks are performed consistent and reliable, ensuring that end users receive timely, efficient and high quality support, and assessing overall service levels. Measuring service levels against established goals and developing performance measurements to continually improve daily service delivery.
Duties include:
- Reporting to the VP of IT Operations and Infrastructure, the Help Desk Manager who will oversee the development, implementation, and administration of help desk staff recruitment, training procedures and policies.
- Management of systems administration and Help Desk efforts, including system security and reliability
- Provide exceptional level 1 – 3 IT help Desk support
- Resolve each technical issue as efficiently as possible using the correct resources, procedures and technical advice
- Strive to and lead projects for continuous improvement to our IT and Help Desk support system
- Manage department reporting (KPIs)
- Assist with ad-hoc projects as and when needed
Requirements:
- Degree or relevant experience in a similar role ideally with the financial industry
- Proven track record in building, implementing and managing an IT Help Desk department from Greenfield to delivery.
- Ability to lead and motivate a team
- Excellent problem solving skills with an ability to ability to prioritise and multitask
- Ability to create strong working relationships with colleagues across the globe, as well as external providers in remote locations
- Installation, diagnostics & repair skills
Salary:
Top market rates paid