Trinity College Dublin Hiring For IT Service Desk Supervisor at Dublin, County Dublin Full Time

The IT Service Desk Supervisor is responsible for the operational delivery of the IT Service Desk technical support service and the conveyance of accurate service information to the Trinity College staff and student community. The post holder provides permanent cover on a weekly basis for the IT Service Desk Manager (20% of each week), cover for annual leave and provides cover ifwhen the manager is assigned to a capital project. The post holder works independently to supervise and monitor the daily operations management of the IT Service Desk, making sure that the IT Service Desk delivers excellent customer service in managing incidents, service restoration and service level agreements.

Using their knowledge of the capability elements of ITIL (Information Technology Infrastructure Library) the post holder maintains operational standards, procedures and protocols for the Service Desk team and the post holder is responsible for IT service management discipline of Change Management across IT Services. They ensure processes are defined and they take responsibility for the management of change requests. They are proactive in identifying potential problems that will affect users from any planned change to ensure IT Services minimise any impact and achieve excellent outcomes when releasing new services or improving existing services.

The post holder will have an excellent technical knowledge across the full catalogue of IT systems & services provided by IT Services, is able to demonstrate how to deploy professional IT troubleshooting methodologies and understands College business processes.

The post holder is responsible for the work rostering of the IT Service Desk team and must plan and organise to anticipate service demands in advance and ensure appropriate measures are in place to deliver on service KPIs. The role is a knowledge expert and will review new and improved work processes, including the preparation and co-ordination of service transition activities, to provision excellent IT support and service delivery. The post holder will act as a first point of contact of escalation for customers. They will train Service Desk team members on customer service and IT Services staff on change management procedures.

Post Summary- IT Service Desk Supervisor

Post status: Permanent

Hours of Post: 35 hours per week

Salary: This appointment will be made on the Administrative 1 (Points 1-3), Salary Scale ( €64,401 – €83,310 per annum) at a point in line with current Government pay policy.

How to apply:
In order to assist the selection process, applicants should submit a Curriculum Vitae and a Cover Letter (1x A4 page) that specifically address the following points in their application.

Applicants should clearly address their experience and how they obtained their knowledge in their application.

Illustrate, through past example, their ability to work on their own initiative and resolve problems.

Applicants who do not address the application requirements above in their cover letter will not be considered at the short list stage. Applications must be submitted by the closing date specified through eRecruitment. Any Applications which are still in progress at the closing time on the specified closing date will be cancelled automatically by the system.

Please see the Job Description below for this position.

Informal enquiries about this post should be made to Hiring Manager Lee Mills, Head of Central And Distributed Support, E: [email protected]

Application queries about this post, please email the Recruitment Partner at E:[email protected] and include the Competition ID number in the subject heading.

At Trinity, we are committed to equality, diversity, and inclusion. Trinity welcomes applications from all individuals, including those applicants with disabilities, those who may have had non-traditional career paths, those who have taken time out for reasons including family or caring responsibilities. We also welcome international applicants including those whom have been displaced due to war.

We are ranked 3rd in the world for gender equality (Times Higher Education Impact Rankings 2020) and we hold an Athena SWAN Bronze award, recognising our work to advance gender equality. The University is actively pursuing a Silver level award, which it has committed to achieving by 2025. Trinity is committed to supporting the work-life balance and to creating a family-friendly working environment