A leading bookmaker in Dundalk is seeking an IT Helpdesk Manage to join their team. This role will be a great opportunity to join a growing indigenous organisation.
Associated with these areas the IT Helpdesk also support the internal IT requirements of the Headquarter office and 2 remote locations. 3rd Party suppliers are used in parallel with internal resources to support the EPOS network and TV Screens across the estate. The help desk also supports bringing new shops on stream.
Responsibilities
• Responsible for assuring users are provided efficient and timely first and second level support on a 7x24 basis
• Performs staff scheduling to ensure Help Desk coverage during normal business hours and on-call support as required
• Manages the Help Desk staff including consultation on performance evaluations, promotions, hiring and disciplinary responsibilities
• Provides staff support for administrative tasks and projects relative to the Desktop, Wide Area Network, Local Area Network and Telephone functions
• Monitors problem management database and follows up with assigned personnel to ensure timely resolution of problems
• Maintains a central source of information enabling Help Desk staff and support technicians to recover outages with minimal disruption to expected service levels
• Ensures that daily, weekly, and monthly statistics, status reports, and graphical reporting aids are completed and continually modified to meet the needs of the department
• Coordinates training requirements of Help Desk personnel
• Solves problems and makes decisions on a daily basis relative to Help Desk responsibilities.
• Maintains competency and enhances professional growth and development through continuing education and conferences
• Serves as the around-the-clock contact for all related support issues, providing advanced first level technology support
• Accountable for meeting systems infrastructure or operational Service Level Agreements established by Chief Officer for Technology Services including managing any associated stock levels to support the business.
• Management skills are required to successfully perform the planning, directing, reporting and administrative responsibilities of this position
• Demonstrated management and decision-making skills concerning Information Systems policies, processes and procedures, with a proved track record of completing tasks and/or project within budget and on schedule
• Ability to manage multiple high priority initiatives in a fast paced highly technical environment
• Remains on-call during off-peak hours to respond to support service issues
Requirements:
• Associate’s degree or equivalent combination of education and experience is required
• Requires five or more years of related technical and managerial experience in a help desk environment supporting Desktop, Wide Area Network, and Local Area Network equipment ideally including a busy retail environment
• Any equivalent combination of education, experience and training that provides the required knowledge, skills, and abilities
• 4+ years’ experience managing a technical support team
If you are interested in the Helpdesk Support Manager, please click on apply now or contact Ian Donnelly on 01 6621000
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