Service Desk Manager

Overview

Viatel Technology Group is a complete business communications, cloud and digital services provider with a passion for exceptional customer service. A Deloitte Best Managed Company and Guaranteed Irishs Technology Company of the Year 2024, Viatel Technology Group employs over 300 engineers, product experts, sales and support staff.

Our Values

Customers Love our Service

Excellence is our Mantra

Trust is our Force Multiplier

We Care Deeply

The Role:

This role is a senior role within the Service Centre of the Viatel Digital Services business unit. Viatel Digital Services is a leading provider of ICT user support services and the design, delivery and ongoing management of Microsoft Cloud, Cybersecurity and AI solutions. This is a wonderful opportunity for an experienced and customer-focused Service Desk Manager to manage Viatels highly skilled ICT Service Desk engineers and Contact Centre team. The Service Centre is tasked with providing first-class support and services, helping our customers to maximise the use of their ICT services.

The successful candidate will combine strong people leadership skills to manage and develop the team with solid technical expertise across the leading ICT technologies including Microsoft Cloud, Azure, Copilot and Cybersecurity. Reporting directly to the Head of Managed Services, the role requires someone who is highly motivated with a demonstrated ability to work under pressure and committed to continuous improvement and service excellence.

Responsibilities:

Service Desk & Customer Support Leadership

Lead the Contact Centre and Service Desk teams and manage day-to-day operations.

Ensure consistent delivery of high-quality support services in line with SLAs, KPIs.

Overall service ticket management responsibility meeting customer expectations.

Co-ordinate investigation and resolution major issues with other technical teams.

Improve processes to increase efficiency and customer satisfaction.

Lead and innovate by extending the use of AI and automation technologies.

Maintain documentation for procedures, standards, and recurring issues.

Member of the Managed Services Management team.

Team Leadership & Development

Develop and instill a positive, collaborative and customer-focused culture.

Track performance metrics covering response & resolution times and SLA compliance.

Coach and support staff, including training, mentoring, and performance management.

Implement individual skills development and professional certification plans.

Conduct regular one-to-one meetings, team meetings and performance reviews.

Overall resource and schedule management responsibility.

Customer Service Management

Member of Service Management Team for Key Customers.

Prepare and present at customer service reviews.

Lead service escalations and manage communication with customers and stakeholders.

Manage onboarding / introduction of new customers into Managed Services.

Build strong relationships and maintain high levels of customer satisfaction.

Technical Oversight

Provide technical guidance and advice to the Service Desk Team Leads and Engineers.

Maintain a strong technical knowledge in use such as Microsoft 365, Azure, Copilot, Intune, Microsoft Security services and Cybersecurity management platforms.

Manage escalations of technical issues impacting delivery of ICT User Support Services.

Collaborate with Viatel Systems Services Manager to ensure Systems Management related incidents are managed in a timely and professional manner.

Requirements:

Proven experience in managing a Service Desk team ideally within a Managed Service Provider (MSP) environment.

Highly focused on delivering exceptional customer service.

Demonstrable experience in delivering services meeting SLA/KPI objectives.

Experienced in managing and improving ITIL processes (i.e. incident, service request, escalation, and problem management) and ITSM tools (e.g. ConnectWise, ServiceNow).

Strong technical knowledge of Microsoft Cloud, cybersecurity tools & security best practices.

Strong communication and client-facing skills with a customer-first mindset.

Strong people management and coaching ability.

Excellent troubleshooting and analytical skills.

Highly organised with strong attention to detail.

Proactive and improvement oriented.

Professional, approachable and supportive mentor.

Technical Requirements & Experience

ITIL certified Or relevant experience

Microsoft Certifications in M365, Azure, Security Administration and Modern Workplace.

Knowledge of cybersecurity frameworks and compliance standards.

Minimum of 2 years experience in a similar role

Excellent Client facing skills

Excellent analytical / Problem solving skills

If you are a detail-oriented, technically skilled and customer-focused person with a passion for providing excellent support, we encourage you to apply for this exciting Service Desk Manager opportunity.

This job description is a summary of the typical functions of the role, not an exhaustive or comprehensive list of possible role responsibilities, tasks and duties and is subject to review. The responsibilities, tasks and duties of the job holder might differ from those outlined in the job description and other duties, as assigned, might form part of the job.

Our Benefits:

23 days annual leave

Health insurance contribution

Pension (company matched up to 5%)

Cycle to work

Discounted Broadband

Income protection

Maternity/Paternity Benefit

Flexi Days during summer months