The Service Desk Manager will manage the activities of the Service Desk Team in their day-to-day activities of customer support.Key responsibilitiesTeam management: Supervise, train, and mentor the service desk team, assign tasks, and manage performance.Operational oversight: Ensure efficient handling of all Incident and service requests, including accurate logging, prioritization, and timely resolution within Service Level Agreements (SLAs). Manage resource allocation for adequate coverage, including after-hours support.Escalation management: Act as the primary escalation point for complex or critical issues.Process improvement: Evaluate and enhance help desk procedures, implement new strategies, and maintain the client knowledge base to improve efficiency and service delivery.Reporting and analysis: Monitor key performance indicators (KPIs), analyze ticket trends, and present findings and recommendations to senior management.Required Skills and QualificationsExperience: A minimum of 3-5 years of experience in IT service management, with at least 2-3 years in a leadership or supervisory role. Previous experience working for a Managed Service Provider (MSP) would be beneficial.Technical Knowledge: Strong understanding of IT environments, including Microsoft 365, Active Directory, cloud services (AWS, Azure), networking principles, and experience with RMM (Remote Monitoring and Management) and PSA (Professional Services Automation) tools.Soft Skills: Excellent leadership, communication, and interpersonal skills; strong analytical and problem-solving abilities; and a customer-centric approach are essential for success in this role.Certifications: Relevant certifications like ITIL (Information Technology Infrastructure Library) and a full understanding of ISO processes and 27001)Job Types: Full-time, PermanentPay: €50,000.00-€65,000.00 per yearBenefits:Company eventsEmployee discountWork from homeExperience:Customer service: 5 years (preferred)Language:Fluent English (required)Work authorisation:Ireland (required)Work Location: In personReference ID: Service Desk Coordinator