ICT Operations Manager
ICT Operations Manager
PFH Technology are currently looking for an ICT Operations Manager to join our growing team.
Role Overview:
The primary responsibility of this role is to support the IT Manager with people and team management, vendor management as well ICT operational oversight and managing procurement and tendering.
The successful candidate will be technically experienced, with a track record in ICT Operations management, confidently supporting the team while identifying areas for improvement, reporting on monthly performance and accountable for the overall delivery of the ICT Operations service. A team player, liaising between engineers and ICT Managers with a strong self-motivation and work ethic.
Reporting Structure: This role will report directly into the IT Service Delivery Manager
Location: Dublin 1
Contract: 12 months
Key Responsibilities:
- Manage the ICT Operations team that include Service desk and Deskside support to ensure timely delivery of quality technical ICT support service to end users
- Through Phone /Email/Portal support as well as walk-ups.
- Ensures delivery of Level 1 & Level 2 support and that tickets are referred to the relevant third parties when the request cannot be resolved at this level.
- Ensure all tickets are logged prioritised, categorized and updated as per ITIL framework.
- Responsible for tracking, analysing, and reporting on key service desk performance metrics, including ticket volumes, resolution times, first-call resolution rates, and customer satisfaction scores. These insights will be used to identify trends, drive continuous improvement, and ensure service levels meet organisational expectations.
- Proactively plan and manage team rosters and resource allocation to ensure consistent coverage, including during peak periods, holidays, and absences. Manage shift handovers and contingency planning to maintain uninterrupted service delivery
- Ability to organise and plan project work and coordinate responsibly.
- Lead and assist with work required for tender documentation / and progressing procurement competitions.
- Agree, maintain and improve ICT standard operating processes and procedures including operational Run book, Joiners / Mover / Leavers processes etc. Ensure asset management register; licensing register and ICT risks are documented and managed on an ongoing basis.
- Manage third party suppliers to SLA;s to ensure effective and timely user support is provided.
- Participate in the development and update of ICT security policies and procedures and ensure that they are implemented at an operational level.
- Day-to-day management to ensure all teams work towards the same goals.
- Engage regularly with stakeholders across departments, ICT management, and external partners to align ICT services with organisational goals and user needs, ensuring that service delivery supports the broader objectives of the organization.
- Champion a positive customer experience by ensuring clear communication with end users, managing expectations, and actively seeking and responding to feedback, complaints, and compliments to enhance service quality. Review and update ICT policies, process and controls to align with best practice and ensure compliance with these. Support audit reviews when required
- Foster a culture of inclusion, innovation, and continuous improvement.
- Lead and support service improvement initiatives, identifying opportunities to optimise processes, adopt new tools or technologies, and enhance the overall efficiency and effectiveness of ICT support services.
- Lead, mentor and develop a high-performing team to meet operational standards and goals.
Candidate Profile:
- At least 2 years’ Team Management experience essential.
- At least 5 years’ technical engineering experience working within ICT Helpdesk environment.
- Demonstrated ability to lead, motivate, and develop high-performing ICT teams in a fast-paced environment.
- Proven commitment to delivering excellent customer service and driving user satisfaction.
- Able to manage priorities and meet deadlines without reducing the level of service.
- Ensure teams/individuals are accountable for unresolved issues, escalations, poor levels of performance.
- Experience and certified in ITIL framework and overseeing relevant service operations processes and best practices e.g. incident management, service request management, risk management SLA’s, KPI.s, etc.
- Experience in process improvement, change management, and implementing new technologies within ICT operations
- Experience ensuring compliance with data protection, security, and regulatory standards (e.g., GDPR, ISO).
- Technical background with good understanding of various technologies and solutions.
- An understanding of Information Systems management in a Microsoft Active Directory Domain / Azure AD, Microsoft Windows Server and Microsoft Office 365 environment
- Strong analytical skills with experience in interpreting service desk metrics, identifying trends, and producing actionable reports.
- Experience managing vendor relationships and engaging with stakeholders at all levels to align ICT services with organizational goals.
- Experience in creating tender documentation and leading and running procurement processes.
- Effective interpersonal and communication skills.
- Experience improving and developing the knowledge & skills of others.
Education
- Third Level Education Qualification is preferable.
PFH Technology, owned by Ricoh – a Japanese based global ICT company, is a premier provider of end-to-end ICT solutions and a managed services portfolio scaling from SMEs to large Enterprise organisations. We have unrivalled vendor relationships. We can procure, design, deploy and support all your ICT needs. Our ISO certified Custodian™ Cloud Services and Custodian™ Managed Services provide the technology and expertise to mitigate risk and reduce your costs immediately. We have a nationwide network of over 750 dedicated professionals, ready to meet your ICT needs, with offices in Dublin, Cork and Galway.
We are an equal opportunity employer and value diversity at PFH. We do not discriminate on the basis of age, disability, civil or family status, gender, gender identity or expression, sexual orientation, race, religion, or any other legally protected status.
We are committed to ensuring that individuals with disabilities or access needs are provided with reasonable accommodation during the recruitment process, to perform essential job functions, and to access the full benefits of employment. Please contact us if you require accommodation at any stage.
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