Job Description

IT Service Desk Manager
WE ARE CDE.
HERE TO CREATE OUR BEST WORLD, A TON AT A TIME.
Sand is a finite resource, and it's running out. Today, population growth and the pace of progress means the world is devouring sand like never before - 50 billion tonnes a year globally. This demand is unsustainable. Together with our customers we have already diverted over 100 million tonnes of waste material from landfill and put it back into the materials market for use in construction; protecting sand & aggregates in areas where natural material reserves are in decline and enabling production to happen closer to markets. We are minimising environmental impact and laying the foundations for the circular economy.
At CDE we work across the natural processing and waste recycling sectors, in five regions, to pioneer industry-leading, world-changing engineering solutions. Our headquarters are in Northern Ireland, and we have offices in the USA, Australia, Austria, and Brazil. For over 30 years we have relentlessly innovated and co-created wet processing solutions - completing over 2,000 global projects - and we're only getting started. Our purpose is to create our best world, a ton at a time; empowering our customers to transform their materials into valuable resources for the betterment of people, planet, and their bottom lines.
CDE is now seeking to appoint an IT Service Desk Manager to join the already well-established IT team, reporting directly to the Head of IT.
This position is based in our Cookstown HQ office but may require some travel given the global profile of our work.
Discover more about life at CDE
About the role

The successful candidate will be responsible to lead the Service Desk team and will oversee the day-to-day effectiveness of incident, service request and problem management to ensure the team meets set SLAs, ensures documentation for the IT department is up to date and accurate, be the main point of contact for Service Desk escalations and takes ownership of CDE's recruitment IT onboarding experience to ensure each new employee receives everything they need to hit the ground running in their new role from day one. They will take charge of efficiency improvement opportunities within the Service Desk function and prioritize automation where
possible to reduce the number of incidents needing raised by end users. They will report directly to the Head of IT with regular reports on the efficiency of the Service Desk team along with designing & implementing continuous improvement ideas for the team and Service Desk platform.
Key Responsibilities
Manage the IT Service Desk team, carrying out appraisals and championing personal development opportunities
Responsible for Incident, Request, Change and Problem Management
Responsible for leading 1st line and 2nd line IT Support Service Desk team with the mindset of delivering first class service to CDE
Control of IT Support office rota and ensure adequate IT Support resources are available each day
Be the main contact and escalation point for the service desk and manage any complaints
Manage completion of user requests by ensuring first response is met on each case all through to an appropriate resolution
Take ownership of CDE's recruitment IT onboarding experience to ensure each new employee receives a high quality of service consistently
Take ownership of IT solution database to create one central hub for all Service Desk first line & second line documentation as well as self-service user documentation
Proactively spot trends for issues and lead root cause analysis to eliminate recurring issues with permanent fixes or using automation
Reporting back to the Head of IT on key areas of performance on a weekly and monthly basis
Champion opportunities to consistently improve the end user Technology experience
Continual Service Improvement (CSI) initiatives. Implement new innovative and efficient ways of working and streamlining process to gain overall service improvements
Work with the Head of IT to negotiate OLAs and SLAs for CDE. All requests must be managed through the Service Desk platform and comply with the agreed service levels
Please note, this job description is not exhaustive as other duties may be required to fulfil the requirements of the role.
Other
To carry out any other duties within reason and capability associated with this role.
About the company
Creating Our Best World a Ton at a Time - Global Leaders in Waste Repurposing & Natural Materials Processing Solutions
Required Criteria

• o 2.1 level IT degree or equivalent
• o 2+ years' hands on experience in similar senior IT support role
• o Strong competence in Office 365 suite of products namely Exchange online, SharePoint, Endpoint Manager & Azure AD
• o Exceptional Customer Service skills
• o Team leadership abilities
• o Demonstrable problem-solving skills
• o Able to work well as part of a team and under own initiative with minimum supervision
• o Supportive and reliable team member
• o Thorough, demonstrates attention to detail
• o Excellent written and oral communication skills
• o Organized and able to identify and prioritize work
• o Personal resilience and be skilled at working in challenging situations
• o Able to adapt own approach and style to the situation
• o Passionate about providing an enterprise class service
• o Willing to undertake travel, work overtime and weekends if required
• o Able to be in our Cookstown Office 3 days per week

Desired Criteria

• o ITIL foundation qualification or higher
• o Previous experience working in an ITIL Service Desk
• o Experience leading a team

Skills you'll need

• Customer Service
• Working Under Pressure
• Decision Making
• Time Management

Skills Required