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Head of IT Services & Support

Location Dublin
Job type Permanent
Salary Negotiable
Published about 1 month ago
Contact Iona Ajisomo
Job ref J297_1667579586

Job description

Hoping to join an established company with excellent benefits, an exciting, collaborative working environment, where you can make a real impact? Staffline Recruitment would love to hear from you. We are searching for an experienced Head of IT Service & Support to lead an IT Service Delivery team.

The right candidate will be someone with significant and demonstratable hands-on experience of managing large scale IT Service Delivery within a large organisation. The candidate should be results driven, thrive under pressure and be comfortable communicating and influencing people company-wide and across all levels of seniority.

What will you do?

  • Support delivery through definition and management of customer and department SLAs and operational KPIs
  • Report and communicate with senior management and the wider business on IT service delivery
  • Management of major incidents, ensuring timely escalation and communication to the relevant teams and stakeholders
  • Oversee the creation and management of knowledgebase articles for known queries
  • Oversight of first level support activities to all office and warehouse operations environments, and second level support to all retail stores
  • Ensure that support activities are performed in defined subject areas, including for IT hardware and workplace software
  • Overseeing the processing of IT service requests and orders within the IT service catalogue, including hardware, software, permissions & services
  • Implement and drive the ITIL framework for incident, problem, service request & escalation management, order fulfilment and continous service improvement

What will you need?

  • Minimum 4 years' relevant experience in an IT leadership role preferable, ideally gained within a large international organisation
  • Strong interpersonal skills, with the ability to communicate, influence and negotiate with senior stakeholders to obtain results and instigate change
  • Highly motivated, flexible with the ability to thrive in a high-paced environment and on work on own initiative
  • Proven history of demonstrating good judgement in navigating challenging issues and in recommending an appropriate course of action;
  • Proficient in project management with an ability to set and achieve goals, meet deadlines and multi-task
  • Results driven, dynamic, decisive with the ability to react to changing situations and execute quickly;
  • Working knowledge of agile methodologies would be beneficial
  • Full clean driver's license essential

Interested? Submit your CV for more information and we look forward to speaking with you.

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