Technical Helpdesk Manager

Job Title: Technical Helpdesk Manager

Reports to: IT Operations Manager

Liaises with: CIO, IT Operations, Regional IT Officers, end users and stakeholders.

Job location: Dublin Head Office. There may be occasional travel to Concern Worldwide’s UK Offices (Belfast and London).

Pay Band: 5– €51,402– €60,472

Contract: Permanent

Background: Concern’s mission is to help people living in extreme poverty achieve major improvements in their lives which last and spread without ongoing support from Concern.” To help support that mission Concern’s IT department has transformed many of its IT systems and consistently delivered high quality service to its end-users. We need someone to help us maintain and improve on that level of quality and satisfaction.

Job Purpose:

This position will lead a small team focusing on the delivery of frontline IT services to Concerns UK and Irish based staff. You will be responsible for leading our client facing IT Support team providing excellent customer service, resolving technical issues and escalating to tier two support where necessary.

As the IT Service Delivery Manager, you should have a solid technical background combined with customer service experience. A problem-solving attitude with an ability to motivate your team to achieve specific goals is essential. Ultimately, you should be able to ensure high quality technical support and increase end-user satisfaction.

Key Responsibilities:

• Ensuring end-user support is of the highest standards.
• Develop an effective method to allocate helpdesk tickets.
• Improve customer support by actively responding to queries and handling complaints
• Managing the IT Support team and evaluate their performance
• Establish best practices for all aspects of Tier 1 Technical Support.
• Engage with stakeholders to seek areas of improvement
• Develop reporting for the management of IT Support and general services
• Improve the level of support offered via the development of automated workflows.
• Lead our cyber security training campaign
• Manage the proactive work model for the team
• Develop documentation and knowledge base articles.
• Ensure staff are well trained, and work on agreed priorities
• Manage issue escalations and offer resolutions
• Identify new processes where needed and adhere to current processes and procedures.

Skills and Experience Required:

Essential:

• Minimum of 5 years’ experience in an IT Service role
• Proven work experience as manager/team leader
• Customer-service oriented with positive, growth orientated mind-set.
• Skilled problem solver
• Hands on experience with helpdesk and remote-control software
• Solid technical background with an ability to give instructions and train a non-technical audience
• Familiar with hardware diagnostics and maintenance
• Excellent Microsoft Office Suite skills (O365)
• Excellent written and verbal communications skills.

Desirable:

• Familiarity with IT service management methodologies
• BSc degree in Computer Science, Information Technology, or relevant field
• Experience of working in the non-profit/public sector preferably in a fundraising/volunteering context.
• Comfortable dealing with vendors
• Experience with Cloud technologies (Ideally Azure)
• Interest in the work of Concern
• Familiar with the principles of GDPR (General Data Protection Regulation)

Candidates must hold a valid work visa for Ireland at the time of application.

Concern Worldwide encourages all qualified candidates, irrespective of gender, ethnicity and origin, disability, political beliefs, religious beliefs, sexual orientation, or socio-economic status to apply to become a part of the organization. Concern is against all forms of discrimination and unequal power relations, and is committed to promoting equality.

Concern has an organizational Code of Conduct (CCoC) with three Associated Policies; the Programme Participant Protection Policy (P4), the Child Safeguarding Policy and the Anti-Trafficking in Persons Policy accessible here. These have been developed to ensure the maximum protection of programme participants from exploitation, and to clarify the responsibilities of Concern staff, consultants, visitors to the programme and partner organization, and the standards of behavior expected of them. In this context, staff have a responsibility to the organization to strive for, and maintain, the highest standards in the day-to-day conduct in their workplace in accordance with Concern’s core values and mission. Any candidate offered a job with Concern Worldwide will be expected to sign the Concern Staff Code of Conduct and Associated Policies as an appendix to their contract of employment. By signing the Concern Code of Conduct, candidates acknowledge that they have understood the content of both the Concern Code of Conduct and the Associated Policies and agree to conduct themselves in accordance with the provisions of these policies. Additionally, Concern is committed to the safeguarding and protection of vulnerable adults and children in our work. We will do everything possible to ensure that only those who are suitable to work or volunteer with vulnerable adults and children are recruited by us for such roles. Subsequently, working or volunteering with Concern is subject to a range of vetting checks, including criminal background checking.

During this job application, you will provide Concern with your personal data. Concern takes its responsibilities towards this personal data very seriously and is committed to complying with all relevant data protection legislation.

For additional information, please consult our web site or contact the Human Resource Division in our Head Office.

You have certain rights under data protection legislation. For more information on how to exercise those rights, please visit www.concern.net/about/privacy