PE Global is currently recruiting for an IT Support Manager to join our client, experts in the field of dynamic IT Solutions and top-notch Managed IT Services.
This is a permanent position offering excellent benefits and salary.
Duties of the role/Responsibilities
- Proven commercial acumen in understanding SLAs, productivity measures, and driving customer satisfaction.
- Exhibits strong decision-making abilities, adept at designing and implementing best practices for delivering excellent customer service.
- Set and exceed performance targets for key metrics like SLA achievement, aged tickets, dropped calls, and helpdesk engineer utilization.
- Enhance existing systems and introduce new ones to improve efficiency, performance, and customer satisfaction.
- Revitalize and optimize existing systems (IT Glue/BrightGauge) while introducing cutting-edge solutions to enhance efficiency, boost performance, and elevate customer satisfaction.
- Manage helpdesk staff, including training, development, and ensuring adequate resources for business needs.
- Resolve customer complaints, conduct root cause analysis, and implement corrective and preventive actions.
- Measure client satisfaction through surveys and address issues for continuous improvement.
- Enforce standardized procedures to ensure consistent service delivery according to agreed standards.
- Generate innovative ideas for performance improvement at company, team, and personal levels.
- Oversee service delivery, from call logging to Level 3 support and onsite engineering.
- Streamline client onboarding processes for smooth integration of Helpdesk services.
- Drive commercial targets and maintain the premium standard for all clients, fostering a culture of continuous improvement in service delivery.
Education/Experience
- Achieved a degree-level qualification in an IT discipline or possess extensive industry experience (minimum 5 years).
- Demonstrated a minimum of 4 years of management experience within a technical environment.
Interested candidates should submit an updated CV.
Please click the link below to apply, call Mark Cremin on +353 21 4297900 or alternatively send an up to date CV to mark.cremin@peglobal.net
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