Job Details


Belfast, Northern Ireland


Oct 4, 2018


Service Desk Manager

  • Novosco was formed in 2007 from a merger with two leading ICT companies in Northern Ireland, Real Time Systems and 4sol Ltd with the Novosco brand name derived from two Latin Words, meaning ‘new understandings.

    We have acquired other businesses since then, and are now the market leader in Ireland for Cloud services with a growing presence in the UK. We currently employ around 200 staff in total at the moment, with ambitious growth plans due to ongoing expansion in our market.

    Main purpose of the job: The service desk manager is responsible for the delivery of the IT Service Desk first line managed services with ownership and responsibility for the implementation and management of the service desk, staffing, resources and performance in line with ITILv3 process and framework.

    Main Duties and Responsibilities: Essential duties may include, but are not limited to, the following:
    • The day to day management of the Service Desk, ensuring that Customer SLAs and quality standards are met, and workload is allocated effectively to optimize available resource and skill levels;
    • Assist with the maintenance and delivery of ITIL and ISO processes and industry best practice;
    • Assist in building a positive customer experience;
    • Assist with the overall customer service improvement programme;
    • Ensure team and customer KPI’s are met;
    • Communicate effectively at all levels within the company;
    • Manage and review all documentation, relating to both internal and external customer support up-to-date and accessible internally.

    Please note that this job description is subject to ongoing review as new demands and best working practises are considered, agreed and implemented.

    Skills and attributes required (essential):
    • Experience in managing an Enterprise Service Desk
    • Experience in the implementation and delivery of service desk processes with supporting toolkits.
    • Ability to manage and mentor a team of engineers
    • Good communication as this will be a customer facing role.
    • Good organisation skills and the ability to write clear and concise reports
    • Professional approach to all work activities both internal and external to the company.
    • Manage multiple assignments and tasks.
    • Self-motivated and able to work effectively either alone or as part of a team.
    • Excellent Customer Service focus and can demonstrate exceptional levels of customer service and care.
    • A high level of self-motivation together with a willingness to learn new skills.
    • A flexible and enthusiastic approach to the job.
    • Experience in implementing an enterprise Service Desk.

    Skills & Attributes (desirable):
    • Experience within the IT industry.
    • Experience in service management
    • Experience in working within an ITIL environment

    Education (desirable):
    • ITIL qualification
    • Prince 2
    A full driving license is required for this role.

    Additional Information:
    Training: Internal training on products and services will be provided. However, staff are expected to consistently keep abreast of new developments, which would impact on their areas of responsibility.

    Personal training in relation to this job description will be given as part of the company’s overall personnel development program.

    We have won the following accolades:
    • Placed in the Sunday Times Best Company to work for 4 years in a row
    • Accredited a 2* and outstanding rank in the Best Companies 2017
    • One of the highest accredited VMware partners in Ireland
    • UTV Employer of the Year 2015
    • Winner of the Belfast Telegraph Company of the Year 2015
    • Irish News Workplace and Employment Award winners in the categories of Best Place to Work and Workplace Wellbeing.

    Benefits our employees enjoy include:
    • Daily fruit deliveries
    • Onsite gym
    • Free Parking
    • Flexible working

    Conditions of Employment Salary: The salary and benefits for this position will be determined according to the experience of the person appointed.

    General Guidance: The nominal working week is 37.5 hours, although a degree of flexibility is both offered and expected. In specific circumstances there may be a requirement to work additional hours. Annual holidays are 24 days plus 7 statutory holidays. Novosco Ltd operates a Non Smoking Policy. Novosco Ltd is an Equal Opportunities Employer.