Cloud & Infrastructure , IT

IT Support Manager

  • Full Time
  • Waterford, County Waterford, Ireland
  • 41982253

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.



  • 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

By continuing to use the site, you agree to the use of cookies. More Information

The cookie settings on this website are set to "allow cookies" to give you the best browsing experience possible. If you continue to use this website without changing your cookie settings or you click "Accept" below then you are consenting to this.