Job Description
Job Title
IT Service Desk Manager
Location
Belfast
Department
IT
Reports to
IT Director
Role Purpose
The IT Service Desk Manager oversees and continually improves the IT Service Desk function, ensuring the effective use of the ticketing system and the delivery of services in line with ITIL standards. The role is responsible for implementing and monitoring SLAs and KPIs, leading service reviews, managing the Service Desk team, handling escalations, and delivering high quality, customer focused IT support. The role also works closely with business stakeholders and support partners to ensure IT services align with organisational needs.
Key Responsibilities
Service Desk Operations
1. Manage day to day Service Desk operations, ensuring consistent, high quality support services.
2. Act as the primary escalation point for complex or high impact incidents.
3. Monitor incident, request, and problem queues to ensure timely resolution and adherence to SLAs.
4. Ensure the Service Desk follows ITIL best practices for Incident, Request, Problem, and Knowledge Management.
Leadership & People Management
5. Lead, coach, and develop Service Desk analysts and supervisors.
6. Manage recruitment, onboarding, and training plans.
7. Foster a customer focused and continuous improvement culture.
Performance Management & Reporting
8. Define, track, and report on key service metrics (e.g. SLAs, CSAT, first contact resolution).
9. Produce regular performance and trend reports for senior management.
10. Identify recurring issues and work with technical teams to drive root cause resolutions.
Stakeholder Management
11. Act as a key interface between IT and our various business units.
12. Communicate service performance, incidents, and improvements in a clear and professional manner.
13. Support business change initiatives by ensuring Service Desk readiness.
14. Work with our external support partners to ensure KPIs and SLAs are achieved.
Process & Continuous Improvement
15. Review, document, and improve Service Desk processes and procedures.
16. Maintain and enhance the IT knowledge base.
17. Support service transitions, including new systems, upgrades, and tool changes.
18. Contribute to IT audits, compliance activities, and risk management.
Skills & Competencies
19. Experience working with ITSM tools (e.g. ServiceNow, ManageEngine, Jira Service Management).
20. Proven experience managing an IT Service Desk or Service Support function.
21. Strong understanding of ITIL processes and service management principles.
22. Experience managing and reporting against service level agreements.
23. Background supporting Windows environments, Document management systems, and common enterprise applications (desirable).
24. Degree or equivalent experience in Information Technology or a related field (desirable).
25. ITIL certification (essential or willingness to obtain).
26. Strong leadership and people management skills.
27. Excellent customer service and communication skills.
28. Proven ability to manage priorities in a fast paced environment.
Closing Date: