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Job Post Details

Service Desk Manager - job post

Viatel
4.5 out of 5 stars
Dublin, County Dublin
€60,000–€70,000 a year
You must create an Indeed account before continuing to the company website to apply

Job details

Pay

  • €60,000–€70,000 a year

Location

Dublin, County Dublin

Full job description

Overview


At Viatel Technology Group, we know that great technology is important, but it's the people behind it that make the real difference.

For more than 26 years, we've helped organisations across Ireland get the most from their technology through communications, cloud, networking, cybersecurity, and digital services. Our role is simple: to take the complexity out of technology so our customers can focus on running and growing their businesses.

Today, more than 300 people work across the Viatel Group, bringing expertise, teamwork, and a customer-first mindset to everything we do. We're proud to have been recognised as a Deloitte Best Managed Company and Guaranteed Irish Technology Company of the Year 2024.

We're committed to building a workplace where people feel supported, valued, and trusted to do their best work. We welcome different perspectives, invest in learning and development, and create opportunities for people to grow their careers.

If you're looking to join a company that values its people as much as its customers, we'd like to hear from you.

The Role:

Are you passionate about delivering excellent customer service and leading high-performing technical teams? Join Viatel Digital Services as our Service Desk Manager and play a key role in our managed services leadership team.
Reporting to the Head of Managed Services, you will lead our Service Desk Engineers and Contact Centre team, ensuring we consistently deliver high-quality support and great outcomes for our customers.
We're looking for an experienced people manager who can motivate and develop a team while driving service performance and continuous improvement. You'll bring a strong understanding of modern IT services and technologies, including Microsoft Cloud, Azure, Copilot and Cybersecurity, along with a genuine commitment to customer satisfaction.
This is an opportunity to make a real impact in a growing technology business. If you enjoy leading people, improving services and building strong customer relationships, we'd love to hear from you.

Responsibilities:

Service Desk & Customer Support Leadership

  • Lead the Contact Centre and Service Desk teams and manage day-to-day operations.
  • Ensure consistent delivery of high-quality support services in line with SLAs, KPIs.
  • Overall service ticket management responsibility meeting customer expectations.
  • Co-ordinate investigation and resolution major issues with other technical teams.
  • Improve processes to increase efficiency and customer satisfaction.
  • Lead and innovate by extending the use of AI and automation technologies.
  • Maintain documentation for procedures, standards, and recurring issues.
  • Member of the Managed Services Management team.

Team Leadership & Development

  • Develop and instill a positive, collaborative and customer-focused culture.
  • Track performance metrics covering response & resolution times and SLA compliance.
  • Coach and support staff, including training, mentoring, and performance management.
  • Implement individual skills development and professional certification plans.
  • Conduct regular one-to-one meetings, team meetings and performance reviews.
  • Overall resource and schedule management responsibility.

Customer Service Management

  • Member of Service Management Team for Key Customers.
  • Prepare and present at customer service reviews.
  • Lead service escalations and manage communication with customers and stakeholders.
  • Manage onboarding / introduction of new customers into Managed Services.
  • Build strong relationships and maintain high levels of customer satisfaction.

Technical Oversight

  • Provide technical guidance and advice to the Service Desk Team Leads and Engineers.
  • Maintain a strong technical knowledge in use such as Microsoft 365, Azure, Copilot, Intune, Microsoft Security services and Cybersecurity management platforms.
  • Manage escalations of technical issues impacting delivery of ICT User Support Services.
  • Collaborate with Viatel Systems Services Manager to ensure Systems Management related incidents are managed in a timely and professional manner.

Requirements:

  • Proven experience in managing a Service Desk team ideally within a Managed Service Provider (MSP) environment.
  • Highly focused on delivering exceptional customer service.
  • Demonstrable experience in delivering services meeting SLA/KPI objectives.
  • Experienced in managing and improving ITIL processes (i.e. incident, service request, escalation, and problem management) and ITSM tools (e.g. ConnectWise, ServiceNow).
  • Strong technical knowledge of Microsoft Cloud, cybersecurity tools & security best practices.
  • Strong communication and client-facing skills with a customer-first mindset.
  • Strong people management and coaching ability.
  • Excellent troubleshooting and analytical skills.
  • Highly organised with strong attention to detail.
  • Proactive and improvement oriented.
  • Professional, approachable and supportive mentor.

Technical Requirements & Experience

  • ITIL certified Or relevant experience
  • Microsoft Certifications in M365, Azure, Security Administration and Modern Workplace.
  • Knowledge of cybersecurity frameworks and compliance standards.
  • Minimum of 2 years experience in a similar role
  • Excellent Client facing skills
  • Excellent analytical / Problem solving skills

If you are a detail-oriented, technically skilled and customer-focused person with a passion for providing excellent support, we encourage you to apply for this exciting Service Desk Manager opportunity.

This job description is a summary of the typical functions of the role, not an exhaustive or comprehensive list of possible role responsibilities, tasks and duties and is subject to review. The responsibilities, tasks and duties of the job holder might differ from those outlined in the job description and other duties, as assigned, might form part of the job.

Our Benefits:

  • Health insurance contribution
  • Pension (company matched up to 5%)
  • Discounted Broadband
  • Income protection
  • Maternity/Paternity Benefit
  • Flexi Days during summer months
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