Information Technology Manager

PFH Technology is hiring an IT Manager

Hybrid in Dublin

Contract - permanent - Daily rate or PAYE

PFH Technology urgently requires an ICT Helpdesk Manager to join their team.

The ICT Helpdesk Manager will be responsible for commercial day to day of the Helpdesk Team, ensuring all SLAs are met and delivered. The candidate must hold certifications in ITIL & Microsoft (SCCM)

Technical Expertise

The candidate must hold ITIL Foundation certification (min ITIL Foundation V3).

The candidate must have exposure to and be able to demonstrate experience using an ITIL aligned Service desk and associated principles such as Incident and Service request management, Problem Management, Change Management, continual Service improvement etc.

The applicant must be able to demonstrate excellent Service Desk support skills including the effective triage, troubleshooting and escalation of tickets

The applicant must be able to show a high degree of awareness of cybersecurity best practices and concepts including phishing awareness, Identity and Access Management, Multifactor Authentication, Zero Trust Security Model

Core Responsibilities

• Oversee a Team of PFH Engineers who manage all IT Call management
• The ICT Helpdesk Manager will Ensure all incidents and service requests are managed within agreed Service Level Agreements (SLAs) using ITIL’s best practices.
• Manage SLA & commercial contracts
• Oversee day to day tasks of team
• Escalation Protocols: Efficient escalation of complex incidents to higher-level support when necessary.
• Preventative maintenance: Scheduling laptop healthcheck/reviews with users
• Oversee and manage day to day work on the PFH onsite team
• Report directly to the client
• Ensure all compliance documentation is maintained and updated

Essential Candidate Requirements

• Proven experience of Team management
• Interpersonal skills - liaise and present to key stakeholders across PFH and the client
• Strong working knowledge of IT Helpdesk and provide support users of Microsoft Office 365, Microsoft SCCM, Windows Server

Minimum Requirements

• Degree qualified in IT
• ITIL
• SCCM
• CompTIA
• Firewall & Sharepoint Administration

No Visa Sponsorship

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.