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Head of Technical Support/Services

  • Location:

    Dublin West

  • Contact email:

    elangdon@sigmar.ie

  • Sector:

    IT

  • Contact phone:

    01 4744613

  • Job type:

    Full Time

  • Job ref:

    ELHead of Technical Support

  • Salary:

    Negotiable

  • Published:

    24 days ago

  • Contact email:

    elangdon@sigmar.ie

  • Consultant:

    Eoin Langdon

Job description

The Head of Technical Services manages a team of 6-8 IT Professionals who provide technical support and services for two sites in Dublin covering a headcount of 150 + users and a client database of over 2 million customers.  

This role is responsible for executing the IT & Technical Support strategy that will improve the customer experience in terms of end to end technology, architecture, software, and business support solutions, allowing greater impact to overall sales and revenue.

We are looking for someone from a strong infrastructure and operations background with experience ideally across Windows environment as well as Cloud based infrastructure.

The successful candidate will plan, coordinate and supervise all activities within the technical environment. The focus is to drive the business forward in creating stronger relationships, creating operational efficiency, and lastly creating a fun and motivational environment that attracts the best of the best.

Strong communication skills are a MUST have for this role with the ability to communicate easily with both the client, senior management, employees and team members. 

Responsibilities:

  • This role will sit on the Senior Management Team and will be involved in the strategic development of the organisation
  • This role will be responsible for the generation of new business for the IT Services function
  • Will be responsible for the analysis, implementation and evaluation of IT solutions and their specifications
  • Will liaise with the Compliance/Risk/Audit department of all areas effecting and integrating with IT Services
  • Will be responsible the testing procedures on all systems spec changes
  • Lead the development of the multi-year IT strategy and roadmap - translated into clear annual plans and budgets; ensuring that it reflects the business strategy and priorities.
  • This role will be responsible for the generation of new business for the IT Services function
  • Will manage the technical environment including, technical management, information analysis and application management.
  • Develop and effectively control operating and capital expenditure budgets for IT to ensure they are consistent with overall strategic objectives, including a clear business case for investment covering cost, performance, support and future business needs.
  • Responsible for managing the provision of IT Networking and Communications solution services
  • Managing several IT service teams (Network support, Helpdesk, database administration, IT Interoperability)
  • Maintaining a relationship with the client, reporting on all key IT activity
  • Managing IT Subcontractors
  • Fosters a high-performance culture through aligning performance expectations with overall business goals. Encourages an open exchange of information and viewpoints, actively listens to others
  • Translates development goals into actionable plans. Makes timely, confident decisions
  • Will be responsible for the analysis, implementation and evaluation of IT solutions and their specifications
  • Act as a true partner to the business - both in your dealings with colleagues and the culture you create in the team, to ensure IT is seen as a proactive and energetic enabler

 Experience:

  • 8-10 plus years’ working experience in IT Services and Delivery
  • Experience working within an SLA and KPI driven environment.

  • Driving license is required
  • Ability to work out of hours if required to meet with the system operational constraint
  • Senior stakeholder management and communication experience
  • Bachelor's or master's degree in IT/Computer science or related field
  • Strong Experience with project management/change management with a track record of success

  • Excellent presentational and communications skill are essential

  • Results orientated, proactive and reactive 

  • Experience of working within a changing and high-performance environment

  • Ability to manage a team effectively and maintain an efficient client relationship

  • You are a motivated talented individual with a strong willingness to think outside of the box.

  • You can expect plenty of autonomy in this role, therefore you will need the motivation to take initiative with your team to improve our current performance

For more info, contact Eoin on 01 474 4613 or apply for this role online

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