Technical Service Desk Manager

  • Job Ref: 2784
  • Location: Dublin, Ireland
  • Type: Permanent


My client, leading telecommunications and information technology services provider, is looking for Technical Service Desk Manager to hire on permanent role based in West Dublin.


Main responsibilities:

•             Understand and manage the key performance indicators of the team.

•             Motivate and coach team colleagues.

•             To understand the regulatory, fair trading and competition rules sufficiently to be able to comply with them relying on their own knowledge or their ability to recognise when they will need specialist support.

•             Liaise with internal and external teams and vendors in relation to project and integration requirements.

•             Work to continuously improve the service that we supply to our clients both from an internal and external perspective – for example, take learning’s from the service we provide and identify improvements that are communicated to the relevant people within company – work to get these improvements adopted and executed to the client's benefit

•             Develop a suite of reports that reflect a customer centric organisation

•             Support organisational processes to industry standards e.g. ITIL, ISO20,000 etc.

•             Manage Major Incidents on behalf of company chairing “war room” sessions and updating all stakeholders on progress and resolution of P1 and P0 incidents.

•             Build relationships and processes with relevant internal functions to support an overall integrated support function for the customer as well as external 3rd parties where relevant

•             To maximise personal contribution to the company management team:

a.    Contribute to the teamwork:

  • Support other team members in the achievement of their key objectives
  • Actively mentor middle managers on issues of strategy and performance

b.    Act as a role model and ambassador for our values

c.     Personally, contribute to the communication of direction and performance in the business at all levels

d.    Promote knowledge sharing on key issues


Required Qualifications / Experience:

  •        ITIL Version 3 desirable
  • Experience -  Min 5 years industry experience
  • Minimum of 5 years people management experience.
  • Industry Background – Comms/ICT
  • Knowledge of Operational activities
  • Knowledge of Fixed Line Telecoms technology and infrastructure
  • Knowledge of Business core ICT solutions portfolio
  • Operational management experience


Unfortunately, we cannot offer sponsorship for this role so you must have valid Visa to work in Ireland.

John Ryan, Senior Recruitment Consultant - Your e-Frontiers consultant for this job

John is one of our recruitment consultants on the Technical Infrastructure Division of e-Frontiers and has been with the company since June 2012. John brings over 12 years recruitment experience to the e-Frontiers team having previously worked for one of Ireland’s biggest recruitment companies. He has worked with many of the Ireland’s leading IT companies and has experience of sourcing technical candidates across all levels. He has also gained valuable on-site client recruitment experience from various recruitment projects. John studied Business Studies in Dublin Business School. He prides himself on his professional and logical approach to recruitment.

Specialises in: Senior Windows Engineers, System Support, Linux Administrators, Unix Administrators, Security Consultants, Virtualisation Specialists, Unix Specialists, Infrastructure Consultants, Cloud Automation Specialists, Office 365 Specialists, Windows Engineers