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ICT Service Desk Manager- Clontarf, Dublin

Job Category:
LAN/WAN Network Engineer, Analyst (Business/Systems), Management
Job Type:
Level of IT Experience:
5-10 Years
Central Dublin
Clontarf, Dublin
Salary Description:
€42,658 to €51,617 DOE
Irish Wheelchair Association
Job Ref:

Please note this position requires that you have received at least one dose of a Covid19 vaccine and be willing to receive the second dose

Irish Wheelchair Association -Manage the day-to-day service delivery of user support for IWA applications and systems to IWA employees and other ICT users across the organisation. The role requires a hands-on approach in providing technical leadership, guidance and support to the Level 1 and Level 2 teams while holding overall responsibility for managing the quality and responsiveness of the service desk support delivered by the ICT team. Leading and supporting rollouts of progressive upgrade projects of IWA’s ICT environment including hardware and software, client devices, infrastructure components and business application improvements.


This role reports to the Director of ICT but will also need to develop and maintain close and effective working relationships with:

  • Other senior roles within the ICT team including the ICT Strategic Systems Manager, ICT Business Applications Lead and Information Security Architect.
  • Internal service desk customers (primarily IWA employees and volunteers) across the business. IWA Senior/Local Management teams External vendors, contractors, and technology partners.


 Training & Experience Qualifications

  • Formal ICT qualification (QQI Level 7 or above, or hold appropriate equivalent technical certifications)
  • Several years’ experience in a management role within an enterprise level Service Desk Environment.
  • Excellent communication skills and supervisory experience.

 Knowledge & Skills

  • Systems administration experience in planning and supporting the deployment of various Microsoft enterprise technologies such as Office 365, Active Directory, Windows 10, Microsoft Intune.
  • Experience in the delivery of ICT support to end users across a dynamic and diverse portfolio of business applications and systems.
  • Strong familiarity with server technologies including VMWare virtualisation technology.
  • Experienced in implementing and supporting local area networks and enterprise phone systems.
  • Knowledge and prior experience in working in a fast-changing enterprise ICT environment.
  • Exposure to formal change management processes such as ITIL would be an advantage.
  • Excellent written and verbal communications including the ability to foster and maintain effective relationships with colleagues,vendors, and stakeholders.
  • Prior experience of Microsoft SharePoint and Dynamics 365 would also be advantageous.
  • Experience of people management, coaching and supporting team members.


  • Technical leadership and ownership.People Management and mentoring.
  • Focus on quality in service delivery and process improvement.
  • Communicating & influencing, Motivating, developing & empowering.
  • Adaptability, drive & resilience and Accountability

 Remuneration & Benefits

  • Salary range between €42,658 to €51,617 DOE
  • Hybrid working arrangements available
  • Vouched Expenses
  • Excellent working conditions
  • Training & development opportunities
  • 25 days annual leave
  • Access to Defined Contribution Pension scheme and group VHI & HSF Health Cash Plans
  • Free onsite parking, discounted Gym Membership for onsite Sport Centre Employee Assistance Programme, Bike to Work Scheme, TaxSaver Scheme
The closing date for applications is Wednesday 26th January 2022

Please note - ACADEMIC AND/OR PROFESSIONAL QUALIFICATIONS:- Documentary evidence of your relevant qualification(s) may/will be required in advance of or during the recruitment process.

Contact Details:
Irish Wheelchair Association
Tel: 01
Contact: HR Manager

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