Job Title: IT Infrastructure Tech Support ManagerLocation: Hybrid – 2/3 days per week on site in Dublin City CentreContract Length / Perm: PERM rolePay Rate/Salary: €85-90K + benefitsWhat You'll Be Doing:Ensuring incidents and requests assigned to Level 2 and Level 3 teams are resolved according to agreed service levelsCo-ordinate the activities between the Technical Teams and third-party vendors in the resolution of such incidentsEnsuring the timely and efficient implementation of approved changesResponsible for maintaining the overall health of the managed service infrastructureTo build and maintain collaborative relationships with technical delivery teams and external suppliersOwnership of call response and resolutionResponsible for managing the availability of the servicesWorking closely with the Service Management & Lifecycle teams to provide support for customer issues, major incidents, escalations and service improvement activities.What we're looking for:Experience leading technical teams with a good understanding of infrastructure technologies (Windows, VMware, UNIX & on-prem cloud) in a service provider organisation.Experience of building excellent working relationships with Board Level Executives (SMT) and Directors/ Senior Management (customer and internal).Proven track record of managing an infrastructure related ICT serviceExperience in supporting/managing technologies such as: Windows Server, infrastructure (SAN, Virtualization), Exchange and content filtering technologies, enterprise level backup solutions (Commvault) monitoring (SolarWinds) and Citrix application deliveryExperience of managing call response and resolutionExperience of technical team management and work allocationExperience of ITIL standards and proceduresChange, release, problem, incident and capacity management experienceAbility to persuade and influence organisationally through a variety of approaches and across all levels of the business.Excellent verbal and written communications including presentation skills.Outstanding problem-solving skills.