Job Title: Senior Technical Lead
Description:
The role of Senior Technical Officer is a vital position within our IT Operations End User Compute team. This individual will play a key part in the leadership, mentoring, and coaching of the IT Operations team, assisting in the development of their skills and capabilities.
A strong understanding of IT Service Management and Delivery processes is essential for this role, as well as experience in a Service Delivery Role. The successful candidate will be responsible for monitoring and reporting on key service metrics, ensuring high levels of service performance, customer satisfaction, and operational efficiency.
In addition to these responsibilities, the Senior Technical Officer will act as the primary point of contact for IT Operations, risk, governance, and compliance across the organization. They will be responsible for managing project plans, coordinating relevant project team meetings, and resolving high-priority related issues.
The ideal candidate will have a relevant Master's degree from a recognized degree-awarding authority in a related or cognate technical discipline, as well as not less than 5 years' relevant post-qualification experience in a relevant environment and at an appropriate level.
Key Responsibilities:
* Actively assist in the leadership, mentoring, and coaching of the IT Operations team
* Proven experience in a Service Delivery Role
* Strong understanding of IT Service Management and Delivery processes
* Ability to build and foster customer relationships and drive service excellence
* Monitoring and reporting on key service metrics
* Ensure high levels of service performance, customer satisfaction, and operational efficiency
* Escalation management of IT service requests and incidents and communicate effectively at all levels
* Creation, coordination of resource case requests and champion through the approval process
* Gather requirements, coordinate with relevant stakeholders and service providers
* Manage project plans and coordination of relevant project team meetings
* Resolution of IT Operations high priority related issues
* Ongoing management internal and external compliance audits
* Supervise IT Operations staff in required areas as requested by Head of IT Operations
* Ensure all ongoing IT Operations efforts are continuously meeting and aligning with the organization's strategic plan
Required Skills and Qualifications:
* Relevant Qualifications
* Not less than 5yrs relevant post qual experience
* Relevant IT service management certifications
Benefits:
* Foster a culture of self-development and initiative
* Support the personal development plans for your IT Operations teams
* Assist IT Operations with management of internal and external stakeholders and/or providers and relevant tendering procurement process
Others:
* Munster Technological University is an equal opportunities employer
* Applications received after the closing date will not be accepted
* Appointments will be subject to Garda vetting