Service Desk Manager Centric Health
The Service Desk Manager leads the IT support team that handles requests, incidents, and issues across the business. This role ensures reliable day to day operations, accurate tracking of hardware and software assets, and consistent onboarding and offboarding processes for employees.
Benefits of Working with Centric Health
* Pension: Company matches a 5% employee contribution monthly.
* Employee Assistance Programme: Access to independent, trusted advisors for personal challenges.
* Sick Leave: Up to 2 weeks of paid sick leave upon completion of probation.
* Discounted GP Visits: Available for employees and immediate family at Centric Health Practices.
* Indemnity Coverage: Provided under the company's policy.
* Birthday Day Off
* Maternity & Paternity Leave
* Flexible Working Arrangements
Specific Job Details:
Location: RSA House, Sandyford Road, Dundrum, Dublin 16
Contract Type: Perm Fulltime
Hours: 40 hours per week
Working Pattern: Monday to Friday (09:00am to 18:00pm)
Responsibilities:
* Manage day to day operations of the service desk
* Triage incoming incidents and service requests and assign them to the appropriate service desk engineer
* Oversee the handling of all tickets to make sure issues are resolved within agreed timelines
* Maintain accurate hardware and software asset inventories
* Ensure processes for starters and leavers are in place and followed consistently
* Develop and maintain service desk procedures and knowledge base articles
* Track performance using SLA compliance, resolution times, and customer satisfaction metrics
* Produce regular performance and asset reports for leadership
* Identify recurring problems and work with other IT teams to deliver long term fixes
* Train, mentor, and support service desk staff to improve technical and customer service skills
* Act as the escalation point for complex or critical issues
* Coordinate with vendors or external partners when third party support is needed
* Support change management activities by preparing the desk for new systems or updates
Day to Day Activities:
* Monitor incoming tickets, triage each one, and assign to the right engineer based on skill and workload
* Review ticket queues throughout the day and adjust priorities as needed
* Check dashboards to monitor SLA compliance and spot atrisk tickets
* Hold short team meetings to confirm daily priorities and share updates
* Respond to escalations from analysts handling difficult or high impact cases
* Communicate with users or managers about ongoing major incidents or delays
* Validate and update hardware and software asset records in the inventory system
* Review and approve onboarding and offboarding tasks to ensure equipment, accounts, and access are handled correctly
* Approve and review updates to the knowledge base and standard procedures
* Provide coaching and on the spot training for team members during live support situations
* Work with other IT teams when issues go beyond first or second line support
* Report to leadership on service desk performance and highlight risks or patterns
* Update project management with progress regularly
Equal Opportunity Statement
Centric Health is an equal opportunities employer committed to fostering a diverse and inclusive workforce.
Location: Hybrid / Dundrum, Dublin, Co. Dublin, D16 FC92, Ireland
Job type:
Permanent / Full-Time
Sector and subsector: IT | Management & Senior Appointments
Salary: Competitive Salary