Appointment will be made on Grade VII Salary Scale (61219 - 79583) at a point in line with Government pay policy
Hours of work:
Full Time 35 Hours per Week
Closing Date:
12 Noon on Wednesday 8th July 2026
Please note the hospital reserves the right to close the competition early should a substantial number of applications be received.
Job Summary:
This position is responsible for leading the delivery of services by the IT Service Desk managing the IT service desk staff and administering the IT service desk software application. This includes the responsibility of supervising all procedures related to the identification prioritisation and resolution of end user incident and service requests including the monitoring tracking and coordination of Service Desk functions. The Service Desk Manager will also help escalate or contribute to problem resolution by giving in-person hands-on technical support to service desk staff. The manager of the Service Desk is responsible for ensuring reports meet expectations in performance defined SLAs and that standards processes and procedures are followed. The manager of the Service Desk is responsible for staff capacity planning ITSM Service Desk process design performance analysis and developing proactive resolution plans. Good technical knowledge of I.T infrastructure landscape & standards essential.
Responsibilities
Core Duties
The post holder will be accountable for the continued development of the Hospitals ICT Service Desk function including the following core processes:
Incident Management
Problem Management
Event Management
Access management
Request fulfilment
Security monitoring
Incident and problem management require efficient operation of the service desk. The post holder will be responsible for the management of all aspects of the service desk ensuring effective call logging and fault resolution including -
Development and enhancement of the Service Desk function & vendor software.
Monitoring service desk activity adjusting resources appropriately to meet demands.
Meeting core KPI and SLA agreements with the business
The active management and reporting on the performance of the service desk including incident management and problem management.
Planning and monitoring of SLA targets with 3rd party vendors
Management and creation of SOPs Training and Guideline documentation
Ensuring the skill sets needed to maintain an effective service is maintained
Responsibilities
Manage the ICT Service Desk as the central point of contact for all service requests ensuring that all requests are logged dealt with in a timely & effective manner and in line with agreed levels of service.
Manage incidents and requests from ICT customers through to completion ensuring professional excellence throughout the ticket lifecycle and adherence to Service Level Agreements.
Manage a team of service desk staff providing ICT support to the business ensuring SD staff perform to a high standard and meet SLAs.
Develop and maintain Standards for System Support Documentation.
Measuring and acting upon client satisfaction
Advance the use of a knowledge repository to share information among all levels of IT service and support.
Trains coaches and mentors Service Desk and Desktop Support technicians including career development. Creates training material and procedures for support staff and interacts with internal customers.
Assist in the maintenance and ongoing asset management of ICT equipment utilising the Service Desks Service Management System and ICT Change Management process.
Assist the IT Infrastructure & Operations Manager in the development of ICT strategies and plans.
Support the IT Infrastructure & Operations Manager in the delivery of wider ICT projects and improvement initiatives
Point of escalation for technical issue from SD staff.
Provide timely advice relating to the provision of new ICT Services and Innovations by maintaining a watching brief on new technology by visiting other sites appropriate training and attendance at appropriate conferences.
Stay abreast of trends in service desk operations management technologies sourcing policies procedures and other external changes that could have an impact on service desk services.
Fulfilling responsibilities for all mandatory and hospital mandated training (e.g. health and safety).
Adherence to IT policies and processes to ensure consistent quality of service
Perform trend analyses and develop action plans for improving service timeliness and reducing costs.
Provides data and reporting of trends to IT department and others in ad-hoc weekly monthly and as needed.
Oversight of Patch compliance of all enterprise hardware.
Develop company-wide best practices for IT security.
Oversight of IT security measures and software to protect systems and information infrastructure.
Upskill on legacy hospital systems
Actively participate in national and hospital group healthcare projects / shared services.
Lead by example and develop strong performance goals for yourself and the service desk team.
SERVICE FOCUS
The primary role of Beaumont Hospital is the effective delivery of care to the patients it serves. It therefore follows that each member of the ICT staff in the hospital maintain a good working knowledge of the operational characteristics of the hospital. Because this is a critical service each member of staff is required to respond to user enquiries in a co-operative courteous and responsible manner so that the end user is left with a clear idea of how their query/request will be processed and who they have been in communication with. Each member of staff must respect the hospitals policy on confidentiality and privacy of information the requirement to behave in a professional manner when dealing with other colleagues or members of the public and recognise their own role in contributing to the overall operations of the hospital.
The job description is an outline of the post as it is currently perceived by the hospital and will be subject to review and amendment. This job description will therefore be subject to change in light of the various strategies for the hospital and the development of the Clinical Directorate model and any future developments that arise and will evolve and change over time.
Qualifications
Selection Criteria:
Selection criteria outline the qualifications skills knowledge and/or experience that the successful candidate would need to demonstrate for successful discharge of the responsibilities of the post.
Applications will be assessed on the basis of how well candidates satisfy these criteria.
Mandatory:
Bachelors degree in Business Information Technology Computer Science Computer Engineering or related fields required and/or minimum of 4 years of experience in Information Technology or related required.
At least four years managing an IT service and support function in an environment similar in size and complexity.
ITIL Certification required.
Desirable:
PRINCE 2 desirable.
Competencies
Strong Experience in Server Virtualisation Windows Server (including WSUS IIS AD DNS DHCP Powershell) Networking (TCP/IP VLANs Switch configuration) Cloud Enterprise backup software solutions and IT security best practices (Firewalls Antivirus) Windows OS.
A focus on customer satisfaction with strong interpersonal skills and responsiveness.
Self-motivated professional able to work in a fast-paced and constantly changing environment.
Ability to relate the goals of IT service support to business goals
Capacity to lead by example and develop strong personnel performance goals
Ability to drive process improvement to continually improve service and reduce costs
Ability to prioritize and quickly resolve issues.
Excellent communication skills.
Excellent analytical and problem-solving skills.
Effective prioritisation and project management skills.
Knowledge of IT service desk tools and best practices.
Good technical knowledge of I.T infrastructure landscape & standards essential.
Informal Enquiries ONLY to: (Please note NO APPLICATIONS will be accepted via the Informal Email)
Name:
Mark Graham
Title:
Director of ICT
Email address:
A short listing exercise may be carried out on the basis of information supplied in your application. The criteria for ranking and or short listing are based on the requirements of the post as outlined in the eligibility criteria and skills competencies and/or knowledge section of this job the event of a high volume of applications additional shortlisting criteria may be utilised.
If an appointee has previously been employed in the Civil or Public Service and that appointee is entitled to or in receipt of a pension from the Civil or Public Service or where a Civil/ Public Service pension comes into payment during the appointees re-employment that pension will be subject to abatement in accordance with Section 52 of the Public Service Pensions (Single Scheme and other Provisions) Act 2012.
Please note: In applying for this position you are acknowledging that you understand that the abatement provisions where relevant will apply. It is not envisaged that the employing Department/ Office/ Body will support an application for an abatement waiver in respect of appointments to this position
Required Experience:
Manager
OverviewPost Title: IT Service Desk ManagerPost Status: PermanentDepartment: ICTLocation: Beaumont Hospital & Affiliated Sites Beaumont Dublin 9 Ireland.Reports to: Infrastructure & Operations ManagerSalary: Appointment will be made on Grade VII Salary Scale (61219 - 79583) at a point in line with G...
Appointment will be made on Grade VII Salary Scale (61219 - 79583) at a point in line with Government pay policy
Hours of work:
Full Time 35 Hours per Week
Closing Date:
12 Noon on Wednesday 8th July 2026
Please note the hospital reserves the right to close the competition early should a substantial number of applications be received.
Job Summary:
This position is responsible for leading the delivery of services by the IT Service Desk managing the IT service desk staff and administering the IT service desk software application. This includes the responsibility of supervising all procedures related to the identification prioritisation and resolution of end user incident and service requests including the monitoring tracking and coordination of Service Desk functions. The Service Desk Manager will also help escalate or contribute to problem resolution by giving in-person hands-on technical support to service desk staff. The manager of the Service Desk is responsible for ensuring reports meet expectations in performance defined SLAs and that standards processes and procedures are followed. The manager of the Service Desk is responsible for staff capacity planning ITSM Service Desk process design performance analysis and developing proactive resolution plans. Good technical knowledge of I.T infrastructure landscape & standards essential.
Responsibilities
Core Duties
The post holder will be accountable for the continued development of the Hospitals ICT Service Desk function including the following core processes:
Incident Management
Problem Management
Event Management
Access management
Request fulfilment
Security monitoring
Incident and problem management require efficient operation of the service desk. The post holder will be responsible for the management of all aspects of the service desk ensuring effective call logging and fault resolution including -
Development and enhancement of the Service Desk function & vendor software.
Monitoring service desk activity adjusting resources appropriately to meet demands.
Meeting core KPI and SLA agreements with the business
The active management and reporting on the performance of the service desk including incident management and problem management.
Planning and monitoring of SLA targets with 3rd party vendors
Management and creation of SOPs Training and Guideline documentation
Ensuring the skill sets needed to maintain an effective service is maintained
Responsibilities
Manage the ICT Service Desk as the central point of contact for all service requests ensuring that all requests are logged dealt with in a timely & effective manner and in line with agreed levels of service.
Manage incidents and requests from ICT customers through to completion ensuring professional excellence throughout the ticket lifecycle and adherence to Service Level Agreements.
Manage a team of service desk staff providing ICT support to the business ensuring SD staff perform to a high standard and meet SLAs.
Develop and maintain Standards for System Support Documentation.
Measuring and acting upon client satisfaction
Advance the use of a knowledge repository to share information among all levels of IT service and support.
Trains coaches and mentors Service Desk and Desktop Support technicians including career development. Creates training material and procedures for support staff and interacts with internal customers.
Assist in the maintenance and ongoing asset management of ICT equipment utilising the Service Desks Service Management System and ICT Change Management process.
Assist the IT Infrastructure & Operations Manager in the development of ICT strategies and plans.
Support the IT Infrastructure & Operations Manager in the delivery of wider ICT projects and improvement initiatives
Point of escalation for technical issue from SD staff.
Provide timely advice relating to the provision of new ICT Services and Innovations by maintaining a watching brief on new technology by visiting other sites appropriate training and attendance at appropriate conferences.
Stay abreast of trends in service desk operations management technologies sourcing policies procedures and other external changes that could have an impact on service desk services.
Fulfilling responsibilities for all mandatory and hospital mandated training (e.g. health and safety).
Adherence to IT policies and processes to ensure consistent quality of service
Perform trend analyses and develop action plans for improving service timeliness and reducing costs.
Provides data and reporting of trends to IT department and others in ad-hoc weekly monthly and as needed.
Oversight of Patch compliance of all enterprise hardware.
Develop company-wide best practices for IT security.
Oversight of IT security measures and software to protect systems and information infrastructure.
Upskill on legacy hospital systems
Actively participate in national and hospital group healthcare projects / shared services.
Lead by example and develop strong performance goals for yourself and the service desk team.
SERVICE FOCUS
The primary role of Beaumont Hospital is the effective delivery of care to the patients it serves. It therefore follows that each member of the ICT staff in the hospital maintain a good working knowledge of the operational characteristics of the hospital. Because this is a critical service each member of staff is required to respond to user enquiries in a co-operative courteous and responsible manner so that the end user is left with a clear idea of how their query/request will be processed and who they have been in communication with. Each member of staff must respect the hospitals policy on confidentiality and privacy of information the requirement to behave in a professional manner when dealing with other colleagues or members of the public and recognise their own role in contributing to the overall operations of the hospital.
The job description is an outline of the post as it is currently perceived by the hospital and will be subject to review and amendment. This job description will therefore be subject to change in light of the various strategies for the hospital and the development of the Clinical Directorate model and any future developments that arise and will evolve and change over time.
Qualifications
Selection Criteria:
Selection criteria outline the qualifications skills knowledge and/or experience that the successful candidate would need to demonstrate for successful discharge of the responsibilities of the post.
Applications will be assessed on the basis of how well candidates satisfy these criteria.
Mandatory:
Bachelors degree in Business Information Technology Computer Science Computer Engineering or related fields required and/or minimum of 4 years of experience in Information Technology or related required.
At least four years managing an IT service and support function in an environment similar in size and complexity.
ITIL Certification required.
Desirable:
PRINCE 2 desirable.
Competencies
Strong Experience in Server Virtualisation Windows Server (including WSUS IIS AD DNS DHCP Powershell) Networking (TCP/IP VLANs Switch configuration) Cloud Enterprise backup software solutions and IT security best practices (Firewalls Antivirus) Windows OS.
A focus on customer satisfaction with strong interpersonal skills and responsiveness.
Self-motivated professional able to work in a fast-paced and constantly changing environment.
Ability to relate the goals of IT service support to business goals
Capacity to lead by example and develop strong personnel performance goals
Ability to drive process improvement to continually improve service and reduce costs
Ability to prioritize and quickly resolve issues.
Excellent communication skills.
Excellent analytical and problem-solving skills.
Effective prioritisation and project management skills.
Knowledge of IT service desk tools and best practices.
Good technical knowledge of I.T infrastructure landscape & standards essential.
Informal Enquiries ONLY to: (Please note NO APPLICATIONS will be accepted via the Informal Email)
Name:
Mark Graham
Title:
Director of ICT
Email address:
A short listing exercise may be carried out on the basis of information supplied in your application. The criteria for ranking and or short listing are based on the requirements of the post as outlined in the eligibility criteria and skills competencies and/or knowledge section of this job the event of a high volume of applications additional shortlisting criteria may be utilised.
If an appointee has previously been employed in the Civil or Public Service and that appointee is entitled to or in receipt of a pension from the Civil or Public Service or where a Civil/ Public Service pension comes into payment during the appointees re-employment that pension will be subject to abatement in accordance with Section 52 of the Public Service Pensions (Single Scheme and other Provisions) Act 2012.
Please note: In applying for this position you are acknowledging that you understand that the abatement provisions where relevant will apply. It is not envisaged that the employing Department/ Office/ Body will support an application for an abatement waiver in respect of appointments to this position
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