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Technical Support Desk Manager - 3388

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Technical Support Desk Manager

  • Primary Location:
    Clonskeagh Office
  • Contract Type:
    Fixed Term Contract
  • Employment Basis:
    Full-Time
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Flexible Working

(when applicable)

Shares Plan

Careers Progression

Global Mobility

Ongoing Learning

Pension Scheme

Health Insurance

Pizza and Drinks Fridays

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The Role …
This is a key role within the Retail Technology team. A diverse and exciting team covering all areas of technology within our UK & Irish Retail estate. You will be central to ensuring that our Retail systems, services, and infrastructure work reliably and securely.

The ideal candidate will have a strong track record of success in managing a Technical Support Team. This position requires technical expertise in modern Telecommunications. Excellent customer service along with strong communication skills are required for this position. We are looking for an energetic, hands-on leader who can help to manage and expand the knowledge, skills, and abilities of the existing Technical team with the mission of providing excellent customer service.

Reporting to the Retail IT Application Support Manager, you will lead a team of Support Desk agents that provide first level support, undertaking hiring, training, coaching and performance evaluation. Liaising with wider business teams to drive operational improvements through Product, development and infrastructure stakeholders as well as Identifying and proposing potential improvements to our services, tools, documentation and KPIs.

What you'll be doing…

  1. Team Management and Performance
    1. Managing day to day performance of team to meet productivity and call closure expectations
    2. Understand develop needs and provide training to improve performance of service desk team
    3. Mentoring team and conducting performance management.
    4. Developing plans to improve structure, process and effectiveness of team
    5. Review and propose changes to team capabilities / structure to improve service desk service levels
  1. Day to Day Operations of IT Service Desk
    1. Oversee the incidents, problems, change and requests.
    2. Manage and coordinates urgent and complicated support issues becoming the incident manager in major incidents.
    3. Act as escalation point for all incidents and requests from the team.
    4. Manage escalations and ensuring any issues are resolved in a timely manner.
    5. Determine root cause of issues and communicate appropriately to internal and external customers.
    6. Escalate to 2nd and 3rd line support teams including informing senior management teams of P1/P2 incidents
  1. Process Improvement & Reporting
    1. Maintain the incident ticket system (Jira), ensuring incidents are set to the correct priority, state and are within SLA for response and resolution.
    2. Develop and maintain phone & email ticket escalation processes to ensure free flowing escalation and information within the organization.
    3. Ensure team maintain ticket updates with accurate notes on current status
    4. Ensuring that all processes used by the service desk are thoroughly documented, consistently audited, and regularly improved.
    5. Conducting and sharing results from service and operation performance reviews
    6. Making recommendations to improve operational efficiency.
    7. Provide data and reporting of KPI's and trends to Management and others in ad-hoc, weekly, monthly and as needed.
    8. Use ticket data to develop strategies for improvement.
    9. Develop Service and Operational Level Agreements to set expectations and measure performance.
  1. Vendor and Stakeholder Management
    1. Coordinating and managing all relevant stakeholders, including the support desk team, customers, and other teams that are involved in service desk operations
    2. Engage with stakeholders to improve service levels and overall quality of service
    1. Engage with vendors to provide Root Cause Analysis (RCA) for third party services
    2. Engage with vendors to steadily improve the quality and speed of services they provide
  1. Communications
    1. Interact with internal and external customers.
    2. Ensure that customers receive timely updates on incidents
    3. Promoting the service desk with senior management and working to ensure that it is properly viewed as a core business asset.
    4. Manage process for communicating outage/emergency activities to the organization.

 

What we need from you…

  • The ability to build a cohesive team and to manage people effectively. This includes the ability to coach and develop the team.
  • A thorough understanding of the strategic vision for the service desk and the ability to set the long-term direction of the team.
  • An ability to balance and plan the short-term actions of the team.
  • Knowledge and understanding of all relevant industry standards.
  • Knowledge and understanding of best practices for service management and service desk operations
  • Strong communication skills, including the ability to be influential and persuasive with stakeholders.
  • An ability to think critically about systems and to make adjustments consistently as needed.
  • The ability to manage time effectively while setting the tone of the team through modeling and leadership.

 

Behavioral Competencies

  • Drives Results
  • Win Together
  • Customer Focused
  • Cultivates Innovation
  • Communicates Effectively

 

Education, Qualifications & Experience

  • At least two years of experience as a Help Desk Manager or in a technical support role.
  • Strong technical background.
  • Excellent analytical and troubleshooting skills.
  • Ability to work under pressure.
  • Excellent leadership and people management skills.
  • Strong customer service skills.

 

Specific Job Skills required

  • Proven track record as a Technical Service Desk Manager
  • Excellent written and verbal skills
  • The ability to multitask across multiple incidents
  • Understanding of SLAs and KPIs
  • Ability to follow process and procedures accurately and without fail
  • 1-2 years working Knowledge of Jira (familiarity with CRM systems)
  • Experience/understanding of ITIL methodology

 

 


 
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Location
Clonskeagh Office
Unit 1-4, Paddy Power, Power Tower, Belfield Office Park, Beech Hill Road, Dublin, Dublin 4, Ireland, DUBLIN 4
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This is who we are

Paddy Power Betfair is an international sports betting and gaming operator, with a market-leading presence in the UK and Ireland, as well as a range of operations across Europe including Romania, Portugal and Malta.

We are online-led, mobile-led and sports-led: and our proprietary technology, unique products and innovative marketing all combine to offer a superb experience to our five million customers worldwide.

Our spirit, talent and ambition has taken us into the FTSE 100 index of the London Stock Exchange and we now employ over 7,000 people in sixteen locations across the globe; from Dublin to Los Angeles, and London to Melbourne. Our culture rewards innovation, teamwork and we like to stay fast-moving in a dynamic industry.

On a larger scale

We are part of Flutter Entertainment, a global sports betting, gaming and entertainment provider for over thirteen million customers worldwide.

Established in 2019, Flutter merged with The Stars Group in 2020. As the parent company Flutter Entertainment now has a host of brands that sit under it including Paddy Power and Betfair (PPB), Sky Betting and Gaming, PokerStars, Full Tilt Timeform, oddchecker, Sporting Life, SportsBet, Bet Easy in Australia, FOX Bet, TVG and FanDuel in the US.

Across the globe, Flutter employs over 14,000 people across more than 40 offices and over 600 retail sites. We pride ourselves on being a responsible operator, committed to making a positive contribution to the communities we operate within.

This is your Challenge

  • Delivering product at scale for over 5 million customers, 99,9% of transactions in less than a second
  • Our systems process more than 7 million transactions every day (more than all the European stock exchanges combined)
  • Deliver high transitional products, serving more than 2.5Bn calls a day
  • Diverse and up to date technical landscape to explore, leverage and innovate
  • The products you’ll develop will comply with ambitious uptime targets: less than 50 minutes downtime expected per year
  • Continuous Integration, Deployment and Testing