IT Service Desk Manager

HiberniaEvros on behalf of our client is seeking applications for the position of [b]Contract IT Service Desk Manager[/b] in Dublin

Our Client is a key player in the Financial Software sector in Ireland.

[b]Key Duties/Responsibilities[/b]

To ensure that the IT Service Desk process and services are properly delivered to the business and that any barriers to proper service provision are addressed and/or escalated.
To manage triage, incident progression and issues assigned to Service Delivery teams, ensuring that all calls are responded to within the agreed SLA. Provide line management for direct reports, focusing on support functions and project tasks.
Manage all Service Desk processes and tasks in line with Strategic deliverables.

[b]Experience/Technical Skills Required[/b]

5+ years management experience in an IT Service Desk environment
Detailed knowledge and understanding of Incident, Problem and Change Management processes
Proven ability of measure, monitor and manage the performance of teams against SLA
Business process evaluation and analysis
Analysis skills to determine best business support and effective use of resource
Effective at influencing others and negotiating effective outcomes
Knowledge of ISO20000
ITIL Accreditation
Detailed knowledge and understanding of Incident and Problem Management processes

ISO27001 Experience is desirable

Ref: HETG736

(A more detailed and comprehensive Job Spec is available on application)

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For further information please send your CV to cvs@hetg.ie Your application will be treated in the strictest confidence.
HiberniaEvros are Ireland’s key provider of IT Contract and Permanent Professionals.
Please be advised you will receive an automated response to acknowledge receipt of your application.