Service Desk Manager

Pe Global

Mayo

Service Desk Manager. PE Global requires a Service Desk Manager for one of our clients based in Mayo, the position would be for 12 months initially. • Own and manage the ICT service desk ensuring timely resolution of all services tickets for internal customers within agreed SLA’s and to the quality required. • Manage a team of support engineers ensuring they have the tools and training to do their job effectively. • Build solid relationships with the business through increased communications, face to face service meetings and offering more transparency around their service needs and metrics. • Drive and understand service desk technologies, reporting and service level metrics, ensuring you know exactly what is happening across the service desk in real time and use metrics constructively as a tool for improvement. • Implement an action plan around problem management and preventative actions to drive the volume of support ticket numbers down. • Continue to implement the ITIL framework (problem management, change management etc…) into daily service desk activities to help improve all elements of ICT service offering. • Manage 1-1 meetings, daily stand up meetings, ICT operational service meetings. • Organize and manage team rosters ensuring they meet business demand and needs. • Work with other ICT teams to analyse and resolve problems associated with technical issues. Previous experience in a similar position is requires, please contact Robert Carroll on 021 4520311 for more information. This job originally appeared on RecruitIreland.com.

2249 days ago