Position: Service Improvement Lead
Reporting to: CIO
Location: Dublin, Ireland
Full Time Permanent
Main Purpose:
The Service Improvement Lead will lead the IT Support and associated processes for our 4500+ organisation across Ireland and the UK. You will support our people in the field and in the offices to be successful in their roles with an IT service that is effective and consistent. You will coach, mentor, and lead our internal IT team creating an environment where colleagues are supported to deliver their best.
You will develop and implement the key process improvements that will drive client satisfaction and efficiency for the Circet Group of businesses through the utilization of technology. They will ensure all business metrics are addressed appropriately. We are seeking someone who will play an active role in day to day technology operations management, decision making, support and human resources. You will work closely in a team environment to ensure client expectations are being met, projects are being delivered and service requests are prioritised appropriately. In addition, you will work closely with the management team to ensure all business goals are being met.
Main Duties:
* Ensure the IT Service Desk can diagnose problems quickly and record them accurately, resulting in confidence by the end user in the help desk service
* Retain a core trained staff that supports achieving efficiencies thereby reducing cost Ensure that employees are following computer use policies, information security and privacy
* Participate in recruitment, orientation and ongoing training of new IT staff
* Supervise and direct IT personnel
* Utilize internal systems to optimize support, discover trends, and continuously improve processes
* Integrate information technologies into the company for optimal effectiveness
* Understand current and future business goals and ongoing IT issues to ensure business success
* Reinforce and validate training and adherence to established processes
* Leverage your experience to encourage improved communication and cooperation between business and IT colleagues
* Manage key partner contracts in-life and ensure SLA's are hit
Experience; Knowledge and Skills:
The successful candidate will have:
* Previous technical experience managing a team (2+ years)
* Bachelor’s degree not required, but preferred
* Aggressive problem solver
* Eager to develop professionally
* Ability to work with little supervision and manage a team
* Ability to work on multiple priorities and/or projects simultaneously
Knowledge and hands-on experience providing support to users using, Apple iOS, Windows 7, Windows 10 and other mainstream Microsoft applications
ITIL accreditation essential