Helpdesk Manager- Contract - I.T. Alliance Resourcing Services

Helpdesk Manager required for a 3 month contract based in South Dublin.

Onsite requirement 3-4 days per week.

Start date: ASAP

Own and systematically manage the ICT service desk and engineers ensuring timely resolution of all service tickets for internal customers within agreed SLA’s whilst monitoring service desk engineer performance KPIs. This includes ensuring other ICT/technology stakeholders are addressing their operational tickets and held to account.
Manage a team of service desk engineers ensuring they understand and focus on priorities and are providing customers with a high-quality service including regular and informative updates on their tickets. This includes ensuring team rosters meet business demand and needs.
Take ownership of all P1 incidents and drive for a resolution in a proactive and timely manner with ICT/technology owners including providing quality and clear communications in a timely fashion to all impacted business stakeholders. This includes ensuring follow up actions are completed.
Manage & own all service desk related meetings, including 121’s, daily team stand up meetings and monthly service review meetings with business, ensuring minutes and actions are delivered.