IT Service Desk Manager

About the role

The IT Service Desk Manager will lead the delivery of ICT support services for Beaumont Hospital and its affiliated sites. Reporting to the Infrastructure & Operations Manager, you will oversee the service desk team, manage incident and request handling, and ensure compliance with service level agreements.

Key responsibilities

• Develop and continuously improve the Service Desk function and its vendor software.
• Monitor service desk activity, adjust resources, and meet core KPI and SLA targets.
• Manage incident, problem, event, access, request fulfilment and security monitoring processes.
• Produce performance reports, analyse trends and implement proactive resolution plans.
• Plan staff capacity, create SOPs, and maintain training and guideline documentation.
• Coordinate with third‑party vendors to meet SLA commitments.

Required profile

• Proven experience managing an IT service desk in a complex environment.
• Strong leadership and people‑management skills.
• Ability to work under pressure and prioritize multiple incidents and requests.
• Excellent communication with both technical staff and end‑users.

Required skills

What we offer

• Permanent Grade VII contract (€61,219 – €79,583 per year) in line with Government pay policy.
• Full‑time 35‑hour week with professional development opportunities.
• Dynamic workplace within a leading public hospital.