IT Service Desk Manager - #151345

Purpose:

Management of the operational IT activities in Island of Ireland as the Local IT Operations Leader. Responsible to manage and maintain day2day business with a team of external employees and ensure proper KBI achievement. Collaboration with Central Teams. Partner with local Stakeholders and ensure high Net Promoter Score and User Satisfaction.

Responsibilities:

• Responsibility for the operational IT activities for 3 countries / 2 BUs
• Conducting tender procedures, providing technical support, managing supply contracts
• Continuous contact with internal business functions and external IT suppliers
• Participation in the development, documentation and support of IT processes
• Knowledge and compliance with GDPR, audit and IT standards
• Providing technical expertise
• Management of the national telecommunications network, servers, server room, which are not under the supervision of the central BSS
• Budget responsibility within the Countries (CAPEX, OPEX)
• Providing second-level support through local OnSite teams
• Preparation and maintenance of system documentation
• Managing the local OnSite IT Support team and cooperate with the central BSS organization to increase service levels
• Detect and remediate information security vulnerabilities
• Cooperation with central Agile Teams to perform implementation of new solutions
• Business support
• Liaising with IT service providers and SLA management
• Contact Person for DTPS Functional Leaders and Function Heads
• Innovation: support for prototypes, concepts, tests at local level
• Preparation and accurate implementation of the annual infrastructure budget (CAPEX, OPEX)

Essential Criteria:

• Higher education in Information Technology / Economic / Technical Studies
• 3-5 years of People management Experience
• System Support and/or service Desk Experience
• High level of computer skills
• LAN/WAN,
• High level of knowledge
• Cisco networking,
• Telecommunications
• Windows Experience
• Virtualisation

Desirable Criteria:

• Driving License- Type B
• Fluent in English
• Written Education in Scrum