- 2 days/week in Dublin OR Limerick office
- €60k-€70k/year + excellent benefits package
- Great opportunities to further develop in the Cloud/Data/Security space
My client is a leader in delivering business communications, cloud, cybersecurity, AI, and digital transformation services to a broad customer base and is recognised as an award-winning provider with a strong reputation for service excellence.
This is a senior leadership position within the Service Centre, responsible for managing a highly skilled Service Desk and Contact Centre function that delivers ICT user support and managed services. The successful candidate will combine strong people leadership with technical expertise across Microsoft Cloud technologies, cybersecurity solutions, AI, and modern workplace platforms. Reporting directly to the Head of Managed Services, this role offers an excellent opportunity for a motivated, technical and customer-focused professional who thrives in a fast-paced environment and is committed to continuous improvement, operational excellence, and delivering exceptional customer outcomes.
Your Role
- Provide technical leadership and guidance to Service Desk Team Leads and Engineers.
- Maintain strong technical knowledge across Microsoft 365, Azure, Copilot, Intune, Microsoft Security services, and cybersecurity management platforms.
- Manage escalated technical issues impacting ICT user support services.
- Collaborate closely with technical management teams to ensure incidents are resolved efficiently and professionally.
- Lead the Contact Centre and Service Desk teams, overseeing day-to-day operations.
- Ensure the consistent delivery of high-quality support services in line with agreed SLAs and KPIs.
- Maintain overall responsibility for service ticket management and customer satisfaction.
- Coordinate the investigation and resolution of major incidents with technical teams.
- Drive process improvements to increase operational efficiency and enhance customer experience.
- Champion innovation through the adoption of AI and automation technologies.
- Maintain and improve operational documentation, procedures, standards, and knowledge resources.
- Act as a key member of the Managed Services Management Team.
- Foster a positive, collaborative, and customer-centric culture.
- Monitor team performance, including response times, resolution times, and SLA compliance.
- Provide coaching, mentoring, training, and performance management for team members.
- Develop and implement individual learning, certification, and career development plans.
- Conduct regular one-to-one meetings, team meetings, and performance reviews.
- Manage resource allocation, workforce planning, and team scheduling.
- Participate in Service Management activities for key customer accounts.
- Prepare and present customer service review meetings.
- Lead service escalations and manage communications with customers and stakeholders.
- Oversee the onboarding and transition of new managed services customers.
- Build strong client relationships and maintain high levels of customer satisfaction.
- Provide technical leadership and guidance to Service Desk Team Leads and Engineers.
Your Experience
- Strong technical knowledge of Microsoft Cloud solutions, cybersecurity technologies, and security best practices.
- Proven experience managing a Service Desk function, ideally within a Managed Services Provider (MSP) environment.
- Strong track record of delivering services against SLA and KPI targets.
- Demonstrable experience managing and improving ITIL-based processes, including incident, service request, escalation, and problem management.
- Hands-on experience with IT Service Management (ITSM) platforms such as ConnectWise, ServiceNow, or similar tools.
- Strong customer service orientation with a commitment to delivering exceptional client experiences.
- Excellent communication and stakeholder management skills with a customer-first mindset.
- Strong people leadership, coaching, and team development capabilities.
- Excellent analytical, troubleshooting, and problem-solving skills.
- Highly organised with strong attention to detail.
- Proactive, improvement-focused, and results-driven approach.
- Professional, approachable, and supportive leadership style.
- ITIL certification or equivalent practical experience.
- Microsoft certifications across Microsoft 365, Azure, Security Administration, and Modern Workplace technologies.
- Knowledge of cybersecurity frameworks and compliance standards.
- Minimum of 2 years' experience in a similar Service Desk Management role.
- Excellent client-facing and relationship management skills.
- Strong analytical and problem-solving capabilities.
Please APPLY directly or contact me on [email protected] for further info.
