About the role:We are looking for an experienced IT Support Desk Manager to lead our service desk function and ensure a high-quality IT support service across the business. You'll manage the support team, own incident and request processes, and act as the bridge between users, IT teams, and suppliers.This role combines people leadership, operational excellence, and hands-on service management.Responsibilities:Manage day-to-day operations of the IT support desk (1st/2nd line)Ensure incidents, requests, and problems are logged, prioritised, and resolved in line with SLAsMonitor ticket queues, response times, and resolution metricsAct as escalation point for complex or high-impact issuesLead, coach, and develop the IT support teamHandle recruitment, onboarding, training, and performance reviewsOwn and improve ITIL-aligned processes (incident, request, problem, change)Identify recurring issues and drive root-cause analysisMaintain and improve knowledge base and self-service contentChampion continuous improvement and automation where possibleCommunicate clearly with business stakeholders during incidents and outagesManage relationships with third-party support vendors and suppliersProvide regular service reporting and performance updatesEnsure support activities meet security, compliance, and audit requirementsMaintain accurate documentation and asset recordsSkills and Knowledge:Essential:Proven experience managing an IT service desk or support teamStrong understanding of IT support environments (Windows, M365, networks, hardware, applications)Experience working with ticketing systems and SLAsExcellent people management and communication skillsStrong problem-solving and decision-making abilityGood communication skills and ability to work with customers and internal teams. Desirable:ITIL certification (Foundation or higher)Experience with service management tools (e.g. Freshservice)Experience in change, problem, or major incident managementExperience with DevOpsExposure to cloud services and modern workplace technologiesAbout Flogas:Part of the DCC Group, Flogas Ireland was established in 1978 supplying Liquefied Petroleum Gas (LPG) throughout the island and to this day remains one of the leading suppliers in Ireland, servicing a diverse range of market sectors, including commercial, agricultural, and domestic.Over the years, Flogas has evolved and grown as an Energy business, and with the acquisition of Budget Energy, based in Derry, and Flogas Enterprise Solutions, we are now also a leading supplier of Natural Gas and Electricity, as well as Renewables, including Corporate Power Purchase Agreements, and energy services in both residential and commercial markets across the island of Ireland. Flogas actively supports micro-generation, which involves generating electricity from renewable sources such as solar photovoltaic (PV), micro-wind, micro-hydro, and micro-renewable combined heat and power We have an esteemed reputation within the Energy Industry and have been awarded the NSAI Quality System Certificate from the I.S. EN ISO 9001 Series.As a Flogas Group, we are now driving our growth strategy to achieve our vision of being Irelands leading provider of total energy solutions, meeting our customers changing needs and delivering to the highest possible standard.Why work with us?Flogas is a well-established business within the DCC group and is continuing to grow, becoming a top provider in the energy sector, making it a very exciting time to be part of the Flogas Group. We offer a warm and welcoming environment, valuing our people and their input into the business. We encourage a collaborative workplace, where everyone feels included and heard.Benefits:Competitive SalaryDefined Pension ContributionHealthcareStaff discountsHybrid work options (role dependant)Health and Wellbeing SupportsLearning and DevelopmentCareer Advancement is important to us in Flogas. All our roles are advertised internally, and we encourage internal progression right across the business. Flogas is an equal opportunity employer. We encourage diversity and are committed to creating an inclusive environment for all employees.