Job Title: IT Infrastructure Tech Support Manager
Location: Hybrid – 2/3 days per week on site in Dublin City Centre
Contract Length / Perm: PERM role
Pay Rate/Salary: €85-90K + benefits
What You'll Be Doing:
* Ensuring incidents and requests assigned to Level 2 and Level 3 teams are resolved according to agreed service levels
* Co-ordinate the activities between the Technical Teams and third-party vendors in the resolution of such incidents
* Ensuring the timely and efficient implementation of approved changes
* Responsible for maintaining the overall health of the managed service infrastructure
* To build and maintain collaborative relationships with technical delivery teams and external suppliers
* Ownership of call response and resolution
* Responsible for managing the availability of the services
* Working 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 service
* Experience 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 delivery
* Experience of managing call response and resolution
* Experience of technical team management and work allocation
* Experience of ITIL standards and procedures
* Change, release, problem, incident and capacity management experience
* Ability 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.