Origina are inviting applications for an experienced Technical Support Manager. The successful candidate will have the responsibility of managing our service & support operations for our global client base.

They will be the person to ensure that our business is well coordinated and productive by managing its procedures and coaching our people. The area of responsibility for this role is very wide and thus requires thorough knowledge of various company processes. The ideal candidate must be competent and able to plan many different kinds of operational activities. He/She must be an excellent leader who can discover the most efficient ways to run the business unit. Our goal is to safeguard and augment the efficiency of the company’s operations to facilitate accelerating developments and long-term success.

This is a permanent position at our offices in Sandyford with very attractive career progression options for the right candidate.

The calibre of candidate we are looking for:

·         A driven individual who will report and work closely with the leadership team to manage, deliver and develop a world-class support service.

·         Manage key relationships with 3^rd parties and customer stakeholders.

·         A self-motivator who is not afraid of assuming additional responsibilities and a desire to constantly learn and develop their skills.

·         A creative individual who likes to think outside of the box when it comes to solving challenging problems and who can still see the “bigger” picture during times of increased pressure.

The role will involve the following:

·         Ensuring the successful and timely on boarding of new customers for support

·         Ensuring adherence of SLAs/Processes and monitoring of same (both internal teams and external suppliers)

·         Applying ITIL Principles to improve the customer experience

·         Team Management - supporting and managing the Service Desk team members (L1-L3 engineers, both internal and external)

·         Adherence to contract requirements with customers and ensuring these are delivered at a high standard.

·         Managing team performance, training, reviews as well as development/training and mentoring of the team.

·         Conducting regular Customer Service Reviews to capture client feedback

·         Co-ordinating Customer Consultancy Workshops and managing subsequent actions through to completion.

·         Working with colleagues to implement Service Design Models and identifying and implementing customer service improvements.

·         Producing regular KPI reports on support team performance and customer satisfaction.

·         Drive strategy from analysis of operational statistics - KPIs & SLAs

·         Developing and improving customer experiences in collaboration with internal and external partners.

·         Act as Senior support escalation point both for external customer issues but also Internal issues

·         Develop and implement policies, procedures and guidelines on the administrative functions for the delivery of our support services.

·         Management of client contracts and associated budgets.

·         Management of ISO27001 standards

Skills & Experience Required:

·         10 to 15 years’ experience in a similar IT support/service management role (experience with IBM software/hardware a distinct advantage).

·         Experience leading teams and people management.

·         Professionalism planning, organising, problem solving, able to deal with several tasks simultaneously

·         Exceptional interpersonal, networking, negotiation, influencing and communication skills.

·         Passion to drive operational excellence, leading transformation to bring best in class business operations.

·         Appreciation of the customer, their needs and how to meet them creatively.

·         Possess a clear understanding of profitability and the management of P&L, OpEx and strategic targets.

·         Ability to influence and shape the medium and longer-term strategy of the business.

·         This role requires a strategic thinker with the ability to convert strategy into operational execution.

·         The candidate must also have a holistic overview of complex situations and deal effectively with difficult issues when they arise.

·         Ability to work under pressure and to tight deadlines.

·         Dependant on the situation, an ability to work in a team and on one’s own initiative

·         Solid ITIL Experience & track record

·         Strong Technical ability and capable of learning new technologies as required to ensure successful delivery of service to customers.

·         High attention to detail, and willing to go the extra mile to resolve technical issues and improve the customer experience.

·         Working knowledge of ITSM solutions

·         Degree in Computer Science or technical discipline is desirable.

·         ITIL V3 Service Operation Certified

·         He/she must be willingness to “roll up their sleeves” to get the job done. This hands-on executive inspires trust and confidence in colleagues to achieve the highest standards of performance.

Benefits:

Type:                           Full time position following 6-month probation and satisfactory review.

Salary Applicable:      €80-100k depending on experience, paid holidays, subsistence expenses where applicable.

Other Benefits:          Health Cover & Pension Plan