Find It Jobs in Dublin, D

Service Desk Manager
Viatel —Dublin, County Dublin
- €60,000–€70,000 a year
- Azure
- Customer service
- Analysis skills
9d
Associate Systems Administrator
CarGurus —Dublin, County Dublin
- €38,000–€48,000 a year
- On call
- Communication skills
Service Desk Engineer
CarTrawler —Dublin, County Dublin
- Hybrid work
- Software troubleshooting
- Salesforce
- Windows
- Annual leave
- Employee assistance program
Technical Support Engineer
Intercom —Dublin, County Dublin
- Full-time
- Hybrid work
- JavaScript
- No degree
- Communication skills
- Annual leave
- Work from home
Technical Support Engineer
Kota —Dublin, County Dublin
- Full-time
- Remote
- SQL
- AWS
- No degree
- Annual leave
IT Helpdesk Technician
BDO Ireland —Dublin, County Dublin
- Full-time
- Hybrid work
- Windows
- Microsoft Office
- IT
- Annual leave
- Work from home
Quick apply
Account Executive - IT - EMEA
Rippling —DUBLIN 2, County Dublin
- Full-time
- Hybrid work
- Azure
- Sales
- Bachelor's degree
8d
Senior IT Business Analyst – Record to Report
Aptiv plc —Dublin, County Dublin
- Oracle
- Computer Science
- Master's degree
- Gym membership
IT Operation Specialist
Elwood Roberts —Dublin, County Dublin
- €35,000–€40,000 a month
- Full-time
- Spanish
- Microsoft Excel
- Management
Quick apply
IT Manager
D/RES Properties —Donnybrook, County Dublin
- Full-time
- Microsoft Access
- Computer Science
- Master's degree
Senior IT Lead and Delivery Manager
Teleperformance —Dublin 07, County Dublin
- Full-time
- Azure
- Computer Science
- Master's degree
Sr IT Infrastructure Engineer EMEA
Qorvo —DUBLIN 8, County Dublin
- On call
- Computer Science
- English
- Windows
Senior IT Business Analyst - Lead to Cash
Aptiv plc —Dublin, County Dublin
- Computer Science
- Master's degree
- Analysis skills
IT Project Manager
PwC —Dublin, County Dublin
- Full-time
- Azure
- Project management
- Bachelor's degree
Information Technology Cross-Function Vice President
Sumitomo Mitsui Banking Corporation —Dublin, County Dublin
- €72,000–€134,000 a year
- Hybrid work
- Computer Science
- SQL
- Analysis skills
- Annual leave
Junior Technical Support (EMM Services/Sales Order Dispatch)
Renovotec Ltd —Swords, County Dublin
- €34,250 a year
- Full-time
- Windows
- Microsoft Office
- JavaScript
- Employee discount
Quick apply
Technical Support Representative (Maternity Cover)
AVI-SPL —Dublin, County Dublin
- Full-time
- Customer service
- Communication skills
- Time management
- Employee assistance program
10d
IT Support Engineer - Hybrid
IPSUS —DUBLIN 2, County Dublin
- No degree
IT Airport Engineer - Dublin Airport
ESP Global Services Limited —Swords, County Dublin
- €33,000 a year
- Weekend availability
- Inventory control
- Windows
- No degree
Quick apply
Senior Network Engineer
Salesforce —Dublin, County Dublin
- Full-time
- Engineering
- Analysis skills
- No degree

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Service Desk Manager

Viatel -
Dublin, County Dublin

Apply Now

Job details

€60,000–€70,000 a year
9 days ago

Qualifications

ConnectWise
Azure
Customer service
Analysis skills
ServiceNow
Leadership
Communication skills
Intune

Full job description

Overview

At Viatel Technology Group, we know that great technology is important, but it's the people behind it that make the real difference.

For more than 26 years, we've helped organisations across Ireland get the most from their technology through communications, cloud, networking, cybersecurity, and digital services. Our role is simple: to take the complexity out of technology so our customers can focus on running and growing their businesses.

Today, more than 300 people work across the Viatel Group, bringing expertise, teamwork, and a customer-first mindset to everything we do. We're proud to have been recognised as a Deloitte Best Managed Company and Guaranteed Irish Technology Company of the Year 2024.

We're committed to building a workplace where people feel supported, valued, and trusted to do their best work. We welcome different perspectives, invest in learning and development, and create opportunities for people to grow their careers.

If you're looking to join a company that values its people as much as its customers, we'd like to hear from you.

The Role:

Are you passionate about delivering excellent customer service and leading high-performing technical teams? Join Viatel Digital Services as our Service Desk Manager and play a key role in our managed services leadership team.

Reporting to the Head of Managed Services, you will lead our Service Desk Engineers and Contact Centre team, ensuring we consistently deliver high-quality support and great outcomes for our customers.

We're looking for an experienced people manager who can motivate and develop a team while driving service performance and continuous improvement. You'll bring a strong understanding of modern IT services and technologies, including Microsoft Cloud, Azure, Copilot and Cybersecurity, along with a genuine commitment to customer satisfaction.

This is an opportunity to make a real impact in a growing technology business. If you enjoy leading people, improving services and building strong customer relationships, we'd love to hear from you.

Responsibilities:

Service Desk & Customer Support Leadership

Lead the Contact Centre and Service Desk teams and manage day-to-day operations.

Ensure consistent delivery of high-quality support services in line with SLAs, KPIs.

Overall service ticket management responsibility meeting customer expectations.

Co-ordinate investigation and resolution major issues with other technical teams.

Improve processes to increase efficiency and customer satisfaction.

Lead and innovate by extending the use of AI and automation technologies.

Maintain documentation for procedures, standards, and recurring issues.

Member of the Managed Services Management team.

Team Leadership & Development

Develop and instill a positive, collaborative and customer-focused culture.

Track performance metrics covering response & resolution times and SLA compliance.

Coach and support staff, including training, mentoring, and performance management.

Implement individual skills development and professional certification plans.

Conduct regular one-to-one meetings, team meetings and performance reviews.

Overall resource and schedule management responsibility.

Customer Service Management

Member of Service Management Team for Key Customers.

Prepare and present at customer service reviews.

Lead service escalations and manage communication with customers and stakeholders.

Manage onboarding / introduction of new customers into Managed Services.

Build strong relationships and maintain high levels of customer satisfaction.

Technical Oversight

Provide technical guidance and advice to the Service Desk Team Leads and Engineers.

Maintain a strong technical knowledge in use such as Microsoft 365, Azure, Copilot, Intune, Microsoft Security services and Cybersecurity management platforms.

Manage escalations of technical issues impacting delivery of ICT User Support Services.

Collaborate with Viatel Systems Services Manager to ensure Systems Management related incidents are managed in a timely and professional manner.

Requirements:

Proven experience in managing a Service Desk team ideally within a Managed Service Provider (MSP) environment.

Highly focused on delivering exceptional customer service.

Demonstrable experience in delivering services meeting SLA/KPI objectives.

Experienced in managing and improving ITIL processes (i.e. incident, service request, escalation, and problem management) and ITSM tools (e.g. ConnectWise, ServiceNow).

Strong technical knowledge of Microsoft Cloud, cybersecurity tools & security best practices.

Strong communication and client-facing skills with a customer-first mindset.

Strong people management and coaching ability.

Excellent troubleshooting and analytical skills.

Highly organised with strong attention to detail.

Proactive and improvement oriented.

Professional, approachable and supportive mentor.

Technical Requirements & Experience

ITIL certified Or relevant experience

Microsoft Certifications in M365, Azure, Security Administration and Modern Workplace.

Knowledge of cybersecurity frameworks and compliance standards.

Minimum of 2 years experience in a similar role

Excellent Client facing skills

Excellent analytical / Problem solving skills

If you are a detail-oriented, technically skilled and customer-focused person with a passion for providing excellent support, we encourage you to apply for this exciting Service Desk Manager opportunity.

This job description is a summary of the typical functions of the role, not an exhaustive or comprehensive list of possible role responsibilities, tasks and duties and is subject to review. The responsibilities, tasks and duties of the job holder might differ from those outlined in the job description and other duties, as assigned, might form part of the job.

Our Benefits:

Health insurance contribution
Pension (company matched up to 5%)
Discounted Broadband
Income protection
Maternity/Paternity Benefit
Flexi Days during summer months

Apply Now

Refine Your Search

it jobs in dublin, d

Service Desk Manager

Associate Systems Administrator

Service Desk Engineer

Technical Support Engineer

Technical Support Engineer

IT Helpdesk Technician

Account Executive - IT - EMEA

Senior IT Business Analyst – Record to Report

IT Operation Specialist

IT Manager

Senior IT Lead and Delivery Manager

Sr IT Infrastructure Engineer EMEA

Senior IT Business Analyst - Lead to Cash

IT Project Manager

Information Technology Cross-Function Vice President

Junior Technical Support (EMM Services/Sales Order Dispatch)

Technical Support Representative (Maternity Cover)

IT Support Engineer - Hybrid

IT Airport Engineer - Dublin Airport

Senior Network Engineer

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