Service Desk Manager

JOB TITLE – Service Desk Manager

PFH Technology is recruiting for a Service Desk Manager for a full time Permanent position.

JOB DESCRIPTION

The Role

The Cloud Service Desk is the single point of contact for all Cloud Consulting and Managed Service Clients. The Service Desk Manager will be responsible for ensuring that queries, requests, changes, incidents and other issues reported by our clients to the Cloud Service Desk are handled professionally and dealt with by our team of engineers in an effective, timely and professional manner.

The Must-have Skills

• You have previously been successful in an operationally high-paced role (possibly in a technical service desk role, but not necessarily)
• You communicate clearly and concisely in written and spoken English
• You are good with customers: You can empathise and do what’s needed to win the trust and respect of customers
• You work well with people and people enjoy working with you.
• You are a capable problem solver, comfortable discussing problems with clients, and confident coordinating resolution activities
• You have a continuous improvement mindset: You can look at an operational activity, identify ways to improve it, and then follow-through to implement those improvements
• You are competent using MS Word, MS Excel and MS PowerPoint

The Nice-to-have Exposures

You have experience of working with a Service Desk tool (e.g. Freshdesk, ServiceNow, ManageEngine, Atlassian, or similar)

The Work

The responsibilities of this role are as follows:

• Ensure that all requests, changes and incidents reported by our clients to the Cloud Service Desk are recorded, validated and assigned to our Engineering team in a timely and accurate manner
• Reviewing all requests to the Cloud Service Desk to determine the appropriate categorization, prioritization, compliance requirements and billing rules to be applied.
• Monitoring service desk work queues to ensure that all workflows and service levels are being maintained
• In addition to ensuring SLAs are achieved, the Service Desk Manager will also be responsible for ongoing monitoring and management of ticket handling quality and client experience across our team.
• As we operate under a number service compliance frameworks, the Service Desk Manager will be responsible for the oversight and enforcement of compliance requirements as they apply to day-to-day Service Desk operation.
• Communicating with our clients through email and outbound calls
• Coordinating the resolution of client incidents
• Creating and maintaining service desk procedures and other documentation
• While in general, this role will be focused on work coordination, service quality management and team oversight, the role will also involve hands-on service desk operation as required.

The Person

• You take ownership: The Service Desk Manager is a pivotal and autonomous role in our organisation. The successful candidate will be responsible for successful operation of our service desk on a day-to-day basis
• You are administratively strong and organized: You are comfortable managing your time across multiple priorities and take professional pride in remaining in control of your various work activities
• You are decisive: You can independently evaluate a situation and arrive at good decisions in a logical and timely manner.
• You are quality-oriented: You become personally invested in avoiding errors and delivering high quality work to our clients.
• You are enthusiastic about technology: You are comfortable learning how to use new software and enjoy continually expanding your vocabulary of technical terms and concepts. To be successful in this role, you will need to acquire and continually develop a working knowledge of Amazon Web Services cloud technologies (note: we will of course support you with this)
• You are flexible, adaptable and comfortable with change.
• You have a sense of humour and a positive outlook on life

PFH Technology, owned by Ricoh – a Japanese based global ICT company, is a premier provider of end-to-end ICT solutions and a managed services portfolio scaling from SMEs to large Enterprise organisations. We have unrivalled vendor relationships. We can procure, design, deploy and support all your ICT needs. Our ISO certified Custodian™ Cloud Services and Custodian™ Managed Services provide the technology and expertise to mitigate risk and reduce your costs immediately. We have a nationwide network of over 750 dedicated professionals, ready to meet your ICT needs, with offices in Dublin, Cork and Galway.

We are an equal opportunity employer and value diversity at PFH. We do not discriminate on the basis of age, disability, civil or family status, gender, gender identity or expression, sexual orientation, race, religion, or any other legally protected status.

We are committed to ensuring that individuals with disabilities or access needs are provided with reasonable accommodation during the recruitment process, to perform essential job functions, and to access the full benefits of employment. Please contact us if you require accommodation at any stage

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