Find It Jobs in Enniskerry, Ww

Service Desk Manager
Viatel —Dublin, County Dublin
- €60,000–€70,000 a year
- Azure
- Customer service
- Analysis skills
11d
ASPIRE GSC – Service Desk Level 1/Level 2 Analyst
Version 1 —Dublin, County Dublin
- €35,000–€43,000 a year
- Weekend availability
- Azure
- Oracle
- Customer service
- Employee assistance program
- Employee discount
Quick apply
Temp - Information Technology Cross-Function Associate
Sumitomo Mitsui Banking Corporation —Dublin, County Dublin
- Microsoft Excel
- Microsoft Office
- Analysis skills
10d
IT Support
Batoba Limited —DUBLIN 2, County Dublin
- €25,000.00–€53,728.87 a year
- Part-time
- Hybrid work
Quick apply
1d
Senior IT Business Analyst - Lead to Cash
Aptiv plc —Dublin, County Dublin
- Computer Science
- Master's degree
- Analysis skills
Sr IT Infrastructure Engineer EMEA
Qorvo —DUBLIN 8, County Dublin
- On call
- Computer Science
- English
- Windows
Senior Network Engineer
Salesforce —Dublin, County Dublin
- Full-time
- Engineering
- Analysis skills
- No degree
IT Project Manager
Chadwicks Group —Dublin, County Dublin
- Project management
- No degree
- Agile
IT Infrastructure Project Manager
Elwood Roberts —Dublin, County Dublin
- €500–€675 a day
- Full-time
- Bachelor's degree
- No degree
- Organisational skills
Quick apply
Cloud Network Engineer
Paymentology —Dublin, County Dublin
- Full-time
- Remote
- Azure
- AWS
- Scripting
Senior IT Business Analyst – Record to Report
Aptiv plc —Dublin, County Dublin
- Oracle
- Computer Science
- Master's degree
- Gym membership
CCNP Network Engineer
Elwood Roberts —Dublin, County Dublin
- €45,000–€75,000 a month
- Full-time
- Communication skills
Quick apply
Sales Manager IT (5years+)
DEX —Dublin, County Dublin
- €55,000–€60,000 a year
- Full-time
- Sales
- Presentation skills
- Bachelor's degree
Quick apply
9d
IT Senior Project Manager
Citco —Dublin, County Dublin
- Full-time
- Computer Science
- Analysis skills
- Project management
Senior IT Lead and Delivery Manager
Teleperformance —Dublin 07, County Dublin
- Full-time
- Azure
- Computer Science
- Master's degree
Staff Network Engineer
Cadence Design Systems —Dublin, County Dublin
- Full-time
- Computer Science
- System design
- Bachelor's degree
- Employee stock purchase plan
- Life insurance
Technical Support Engineer (PowerScale)
Dell Technologies —Dublin, County Dublin
- Full-time
- Azure
- Software troubleshooting
- AWS
10d
Technical Support Representative (Maternity Cover)
AVI-SPL —Dublin, County Dublin
- Full-time
- Customer service
- Communication skills
- Time management
- Employee assistance program
12d
IT Logistics
Milestone Technologies, Inc. —Dublin, County Dublin
IT Internal Auditor
Primark —DUBLIN 1, County Dublin
- Analysis skills
- Presentation skills
- Communication skills

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Service Desk Manager

Viatel -
Dublin, County Dublin

Apply Now

Job details

€60,000–€70,000 a year
11 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 enniskerry, ww

Service Desk Manager

ASPIRE GSC – Service Desk Level 1/Level 2 Analyst

Temp - Information Technology Cross-Function Associate

IT Support

Senior IT Business Analyst - Lead to Cash

Sr IT Infrastructure Engineer EMEA

Senior Network Engineer

IT Project Manager

IT Infrastructure Project Manager

Cloud Network Engineer

Senior IT Business Analyst – Record to Report

CCNP Network Engineer

Sales Manager IT (5years+)

IT Senior Project Manager

Senior IT Lead and Delivery Manager

Staff Network Engineer

Technical Support Engineer (PowerScale)

Technical Support Representative (Maternity Cover)

IT Logistics

IT Internal Auditor

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