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Job description

Job Title: IT Service Delivery Manager

Responsible to: Group IT Manager

Hours of work: Monday - Friday, 09.00 - 17.30

Salary: Competitive, Negotaible depending on experience

Job Summary

Due to continued growth, we are recruiting for the position of IT Service Delivery Manager. The ideal person for this role will have a broad technical knowledge, support desk and IT infrastructure experience. This role will be based in our Ballynure head office from where IT services are delivered to user across all group sites and remote users.

Main Duties include:
Manage and co-ordinate all sections of the IT support desk ensuring an effective delivery of IT support across the group.
Drive support call quality and ensure a timely response to all support calls logged.
Build relationships with business users to ensure their requirements are met.
Support desk workforce shift management to ensure 24/7 cover.
Recommend and maintain best practice throughout the support process to help the team excel.
Ensure IT infrastructure and security projects are on schedule and completed on time.
Ensure policies and procedures are followed by team members.
Work closely with other areas of the IT Department to support the delivery of new IT applications.
Work closely with other areas of the IT Department to ensure all support documentation is current.
Provide cover to Group IT Manager during periods of annual leave and absenteeism.
Contribute to the achievement ISO27001

Essential Criteria:
Experience managing IT team whilst driving continuous improvement
Excellent communication and customer service skills both written and verbal
Experience using \ managing helpdesk ticketing systems
Can-do attitude with an attention to detail
Diagnostic and troubleshooting skills
Prioritisation and organisational skills
Good understanding of virtualisation, networking, firewalls, switching, security technologies.
Ability to create reports to communicate support desk performance statistics

Desirable Criteria:
ITIL v 3 or 4 certification or experience

Job Types: Full-time, Permanent

Benefits:

• Company pension
• Cycle to work scheme
• Free parking
• Health & wellbeing programme
• On-site parking
• Private dental insurance
• Private medical insurance
• Referral programme

Schedule:

• Day shift
• Monday to Friday

Work Location: In person