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Service Desk Manager

Posted On: 04/10/2021

Our busy IT client in the Co Tyrone area requires an experienced Service Desk Manager to lead their team.

Analytical/Decision Making Responsibilities:

  • Monitors and manages project baseline to ensure activities are occurring as planned – scope, budget and schedule – manages variances
  • Proactively performance monitoring and reporting on project/service scope, time, cost, quality, risks and overall project/program health.
  • Leading the project/service team, working with global suppliers, management teams and IT Services Teams to ensure project/program success.
  • Proactively identify risks and issues on projects – leading team to develop risk management and issues management plans
  • Identifies potential points of contention for missed deliverables; creates and implements strategy to mitigate shortfalls in timeline and budget
  • Anticipates problems before they occur; defines the problem or risk; identifies possible causes; works with team to identify solutions; selects and implements most appropriate solution
  • Develop and manage plans to address project strengths, weaknesses, opportunities and threats
  • Analytical skills and problem solving skills needed to manage multiple factors on a project simultaneously
  • Demonstrate business analytics to manage and meet customer needs

Knowledge and Skills Requirements:

  • Experience of managing IT projects with personal accountability for delivering to time and cost.
  • IT Infrastructure Management Knowledge – Networking, Sever Management, End User Computing, Voice & VoIP, etc
  • Mastery of project management methodology, tools and templates (includes project planning, schedule development, scope management and cost management)
  • Track record of customer focus, based on openness, trust, and delivering on promises
  • Not mandatory but desirable – management skills to manage one or more large, complex projects simultaneously
  • IT background with experience across the systems development life cycle with experience in all project phases – plan, initiate, elaborate, design, build, test, implement.
  • Knowledge and use of industry-standard project methods, tools and techniques e.g. RAIDS, budget, communication
  • Strong team working skills
  • Strong communication and interpersonal skills
  • Excellent written and verbal communication skills – must be able to communicate fluently in English both verbally and in writing
  • Leader in the use of IT methodologies, processes and standards for project management
  • Experience in working with Global teams – internal resources, contracting resources, suppliers/hardware & software vendors
  • Not mandatory but desirable – experienced in managing to contract; ensuring clients and suppliers alike perform in accordance with original agreement

Supervision Responsibilities:

  • Project manager is expected to act independently to deliver projects to schedule, budget and scope; support provided as required and requested, and is self-driven and motivated
  • The project manager leads project teams; assigns responsibility to members; monitors progress; direct supervision responsibility.

Job Requirements:

Education: A degree in Computer Science or a related discipline; or equivalent work experience


  • 5 – 7 years of working experience in the IT industry
  • 3 – 5 years of experience in project management

Other relevant experience in a related technical field (deployment/implementation and infrastructure)

Work experience in a professional services industry is preferred.

Certification Requirements:

PMP and/or Prince 2 Practitioner Certification

Agile certification would be advantageous

Familiarity with ITIL v2 or 3 would be advantageous

Hours of work: Monday – Friday 9.00am – 5.15pm

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Job Type:

Salary £30,000 - £40,000

Contract: Permanent

Job Reference EL0410

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