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Operations Manager

Job Category:
Project Manager, Management
Job Type:
Level of IT Experience:
5-10 Years
West Dublin
Dublin 12
€60,000 to €75,000 per annum
Enclave Technologies
Job Ref:

Company Mission

Enclave is a fast-growing dynamic company headquartered in Dublin. We provide onsite and remote Managed Services to IT Director level specializing in Cloud, Security and Productivity solutions. Our abilities lie in combining robust Infrastructure and relevant software solutions, optimized to help greatly improve our customer’s efficiency, profitability and competitiveness with a Customer First ethos.

Job Description

Enclave are seeking a hands-on, customer service driven individual to join our team. The person will be responsible for managing a team of 10; including service desk engineers and professional service consultants. They must be process and quality driven and have the leadership ability to direct the team to over achieve as highly skilled customer service advocates in an effective manner.


Team Management:

·         Provide day to day management of our Professional and Managed Service team members

·         Instill a high-performance culture in the team with a focus on team work, open communication, service excellence and ownership for resolving customer issues

·         Monitor the effectiveness of the team against SLA’s/KPIs, amending as needed to achieve continual service improvement

·         Set and cascade clear KPI’s for the team, conducting regular One to One meetings and appraisals

·         Ensure each team member has the appropriate skills to perform their roles efficiently and to achieve their personal aspirations

·         Identify resources and skills gaps and lead the hiring process of new team members 

Service Delivery and Project Management:

·         Strive for continual service improvement based on a desire to become a first-class managed service provider

·         Ensure customer Managed Service SLA’s are met and Project timelines achieved

·         Be point of escalation / advisory as needed for senior managed service and professional service team members

·         Manage customer relationships and communications including handling escalations, incident reporting and participating in service delivery reviews

·         Ensure procedures and practices are well defined, documented and consistently applied

·         Strive for high customer satisfaction ratings and respond appropriately to customer feedback

·         Analyse service desk and project delivery measurements to ensure we are meeting KPI’s

·         Ensure the customer is always first whilst still delivering on all process and control requirements

·         Design and deliver support and service solutions in line with ITIL based industry best practice

 Business Management:

·         Ensure optimal billable utilization of team members, and maximize department profitability through efficient service delivery

·         Ensure we are adequately resourced always whilst managing the department budget with full P&L responsibility

·         Maximize efficiency through design, optimization and implementation of operational processes

·         Participate in ongoing pricing strategy and optimization


·         Excellent communication with both team members and customers, and influencing skills

·         Strong organisation and leadership skills with a positive attitude when dealing with others

·         Excellent customer service skills and truly enjoys helping customers

·         Smart, good listener and logical thinker

·         Positive work attitude and ethic

·         Person who is comfortable working in a fast-paced and sometimes stressful environment

·         Works well under pressure 

·         Ambitious

Skills and Experience

·         3 to 5 years in a similar operational role in an IT company

·         Technical engineering background  

·         P&L responsibility for service-based departments

·         Experience working with progressive SME size customers

·         Have driven quality and customer service programs in the past

·         ITIL/Project Management skills essential and qualification preferred

·         Knowledge of CRM/PSA systems (ConnectWise ideally) and remote management and monitoring (RMM) tools (AVAST)


·         3rd level qualification in Computer Science or related discipline

·         ITIL and/or Prince2 qualified


·         Learning environment – Continued personal development cycle with in house and external training provided

·         Progress to Director level


Salary and Benefits

Enclave strives to offer an enjoyable work experience where your development and success is a part of ours. We are a family friendly company offering Health Care and wellness benefits to all our employees along with regular social activities and outings.

·         Salary depending on experience:

·         21 days paid annual leave

·         Funded education opportunities

·         Private health

·         Profit based bonus 

Contact Details:
Enclave Technologies
Tel: 014242222
Contact: Ray Hearne

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