IT Service Desk Manager

Job Summary:

This position is responsible for leading the delivery of services by the IT Service Desk, managing the IT service desk staff, and administering the IT service desk software application. This includes the responsibility of supervising all procedures related to the identification, prioritisation, and resolution of end user incident and service requests, including the monitoring, tracking, and coordination of Service Desk functions. The Service Desk Manager will also help escalate or contribute to problem resolution by giving in-person, hands-on technical support to service desk staff. The manager of the Service Desk is responsible for ensuring reports meet expectations in performance, defined SLAs, and that standards, processes and procedures are followed. The manager of the Service Desk is responsible for staff capacity planning, ITSM Service Desk process design, performance analysis, and developing proactive resolution plans. Good technical knowledge of I.T infrastructure landscape & standards essential.

Core Duties

The post holder will be accountable  for the continued development of the Hospitals ICT Service Desk function including the following  core processes:

• Incident Management
• Problem Management
• Event Management
• Access management
• Request fulfilment
• Security monitoring

Incident and problem management require efficient operation of the service desk. The post holder will be responsible for the management of all aspects of the service desk, ensuring effective call logging and fault resolution including -

• Development and enhancement of the Service Desk function & vendor software.
• Monitoring service desk activity, adjusting resources appropriately to meet demands.
• Meeting core KPI and SLA agreements with the business
• The active management and reporting on the performance of the service desk, including incident management and problem management.
• Planning and monitoring of SLA targets with 3^rd party vendors
• Management and creation of SOP’s, Training and Guideline documentation
• Ensuring the skill sets needed to maintain an effective service is maintained

Responsibilities

• Manage the ICT Service Desk as the central point of contact for all service requests, ensuring that all requests are logged, dealt with in a timely & effective manner and in line with agreed levels of service.
• Manage incidents and requests from ICT customers through to completion, ensuring professional excellence throughout the ticket lifecycle and adherence to Service Level Agreements.
• Manage a team of service desk staff providing ICT support to the business ensuring SD staff perform to a high standard and meet SLA’s.
• Develop and maintain Standards for System Support Documentation.
• Measuring and acting upon client satisfaction
• Advance the use of a knowledge repository to share information among all levels of IT service and support.
• Trains, coaches and mentors Service Desk and Desktop Support technicians including career development. Creates training material and procedures for support staff and interacts with internal customers.
• Assist in the maintenance and ongoing asset management of ICT equipment utilising the Service Desk’s Service Management System and ICT Change Management process.
• Assist the IT Infrastructure & Operations Manager in the development of ICT strategies and plans.
• Support the IT Infrastructure & Operations Manager in the delivery of wider ICT projects and improvement initiatives
• Point of escalation for technical issue from SD staff.
• Provide timely advice relating to the provision of new ICT Services and Innovations by maintaining a watching brief on new technology, by visiting other sites, appropriate training and attendance at appropriate conferences.
• Stay abreast of trends in service desk operations, management, technologies, sourcing, policies, procedures and other external changes that could have an impact on service desk services.
• Fulfilling responsibilities for all mandatory and hospital mandated training (e.g. health and safety).
• Adherence to IT policies and processes to ensure consistent quality of service
• Perform trend analyses and develop action plans for improving service timeliness and reducing costs.
• Provides data and reporting of trends to IT department and others in ad-hoc, weekly, monthly and as needed.
• Oversight of Patch compliance of all enterprise hardware.
• Develop company-wide best practices for IT security.
• Oversight of IT security measures and software to protect systems and information infrastructure.
• Upskill on legacy hospital systems
• Actively participate in national and hospital group healthcare projects / shared services.
• Lead by example and develop strong performance goals for yourself and the service desk team.

SERVICE FOCUS

The primary role of Beaumont Hospital is the effective delivery of care to the patients it serves.  It therefore follows that each member of the ICT staff in the hospital maintain a good working knowledge of the operational characteristics of the hospital.  Because this is a critical service – each member of staff is required to respond to user enquiries in a co-operative, courteous and responsible manner so that the end user is left with a clear idea of how their query/request will be processed – and who they have been in communication with.  Each member of staff must respect the hospitals policy on confidentiality and privacy of information, the requirement to behave in a professional manner when dealing with other colleagues or members of the public and recognise their own role in contributing to the overall operations of the hospital.

The job description is an outline of the post as it is currently perceived by the hospital and will be subject to review and amendment. This job description will therefore be subject to change in light of the various strategies for the hospital and the development of the Clinical Directorate model and any future developments that arise and will evolve and change over time.

Selection Criteria: 

Selection criteria outline the qualifications, skills, knowledge and/or experience that the successful candidate would need to demonstrate for successful discharge of the responsibilities of the post. 

Applications will be assessed on the basis of how well candidates satisfy these criteria.

Mandatory:

• Bachelor’s degree in Business, Information Technology, Computer Science, Computer Engineering or related fields required, and/or minimum of 4 years of experience in Information Technology or related required.
• At least four years managing an IT service and support function in an environment similar in size and complexity.
• ITIL Certification required.

Desirable:

• PRINCE 2 desirable.

Competencies

• Strong Experience in Server Virtualisation, Windows Server (including WSUS, IIS, AD, DNS, DHCP, Powershell), Networking (TCP/IP, VLANs, Switch configuration), Cloud, Enterprise backup software solutions, and IT security best practices (Firewalls, Antivirus), Windows OS.
• A focus on customer satisfaction, with strong interpersonal skills and responsiveness.
• Self-motivated professional able to work in a fast-paced and constantly changing environment.
• Ability to relate the goals of IT service support to business goals
• Capacity to lead by example and develop strong personnel performance goals
• Ability to drive process improvement to continually improve service and reduce costs
• Ability to prioritize and quickly resolve issues.
• Excellent communication skills.
• Excellent analytical and problem-solving skills.
• Effective prioritisation and project management skills.
• Knowledge of IT service desk tools and best practices.
• Good technical knowledge of I.T infrastructure landscape & standards essential.

Informal Enquiries ONLY to: (Please note NO APPLICATIONS will be accepted via the Informal Email)

“If an appointee has previously been employed in the Civil or Public Service and that appointee is entitled to or in receipt of a pension from the Civil or Public Service or where a Civil/ Public Service pension comes into payment during the appointee’s re-employment that pension will be subject to abatement in accordance with Section 52 of the Public Service Pensions (Single Scheme and other Provisions) Act 2012.

Please note: In applying for this position you are acknowledging that you understand that the abatement provisions, where relevant, will apply. It is not envisaged that the employing Department/ Office/ Body will support an application for an abatement waiver in respect of appointments to this position”