Senior Service Desk Manager
Ireland - Galway
Permanent
Industry: Call Centre & Customer Service
Contact Name: Aileen Fitzgerald
Contact Email: aileen.fitzgerald@icegroup.ie
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Work in a company that is considered Ireland trusted technology partner, who’s team thrives on curiosity, collaboration and delivering service excellence. There is an open role for a Senior Service Desk Manager who will share that same energy.
Key Responsibilities:
- Operational Leadership: Directly manage day-to-day service desk functions, including ticket queues, shift rostering, real-time SLA monitoring, and incident prioritization for a 15+ person team—ensuring 95%+ first-contact resolution and minimal escalations.
- Team Performance & Hands-On Oversight: Conduct daily stand-ups, one-on-ones, and performance interventions; handle escalations personally when needed, while delegating routine tasks to leads without losing operational control.
- Lead the service desk strategy, including capacity planning, budgeting, technology roadmaps and out of hours service.
- Drive continuous improvement: analyze trends, implement automation (e.g., Power Automate workflows), and optimize costs.
- Mentor Service Desk staff, oversee hiring/recruitment, and develop succession plans.
- Collaborate with IT Sales on service catalogs, disaster recovery and other customer offers.
- Report on advanced metrics to senior management and our customers (e.g. SLA Metrics) via standard reporting and QBRs
- Champion a high-performance culture through KPIs, gamification, and professional development programs.
- Oversee workshop operations, driving process, resource, and service‑quality improvements through data‑driven insights and collaborative implementation.
Required Skills and Qualifications(operational focus added)
- 10+ years in IT support, with 5+ years in management—including proven ability to operationally run a busy service desk under pressure.
- Expertise in IT service management frameworks (ITIL v4 Practitioner preferred)
- Hands-on proficiency with PSA platforms (Autotask, Kaseya, Datto RMM) for operational dashboards and ticket triage.
- Skilled across Microsoft technologies and core networking solutions.
- Proven track record in process transformation, stakeholder and Vendor management, and maintaining 24/7 operational resilience.
- Excellent Communication Skills.
When you join this company, you join a team that:
- Invests in you— with paid certifications, continuous training, and real career progression.
- Puts people first— building long-term relationships that make customers feel supported and valued.
- Drives innovation— embracing new ideas, tools, and technologies to solve real-world challenges.
- Delivers impact— through projects that shape industries and help clients do their best work.
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About Us
At ICE Jobs, we have 50 years of experience in helping people to find the career that suits them best. With both permanent, temporary and contract jobs in Manufacturing, IT & Technology, Accounting, Finance, Sales, Marketing, Healthcare, Office Support, Engineering, Construction, Driving & Logistics, and Languages sectors – we are the go-to company to help you ascend your career ladder.
Beginning with a small team in Galway in the West of Ireland in 1972, ICE Jobs are now in a number of locations including Sligo, Limerick, Dublin in Ireland, and well as across the globe in Sydney, Australia.
The company motto is ‘We Change Lives’ - and that’s exactly what we aim to do - for both employees and employers. If you’re at the beginning of your career looking for direction on your path, or an established multinational looking for talented people, ICE Jobs are here to get you started.
With expert recruiters and a direct connection to in-house training partners, ICE Jobs has the answers to all your career questions.
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