IT Service Desk Manager

Role overview

Beaumont Hospital is seeking a permanent IT Service Desk Manager to join the ICT department in Dublin 9, Ireland. Reporting to the Infrastructure & Operations Manager, this role carries overall responsibility for leading the service desk, managing the team, and overseeing the service desk application and associated processes. The post is offered on the Grade VII salary scale of €61,219 to €79,583, with placement on the scale determined in line with government pay policy.

The working arrangement is full time at 35 hours per week. The closing time for applications is 12 noon on Wednesday 8 July 2026, and the hospital may end the recruitment process earlier if a large number of applications are received.

Job purpose

The role focuses on making sure the ICT Service Desk delivers timely, reliable and professional support to hospital users. This includes directing incident, problem, event and request handling; maintaining service quality; monitoring service levels; and making sure procedures, reporting and standards are consistently followed. The post holder will also contribute practical technical support when issues need escalation, and will help shape service desk process design, workforce capacity planning, performance review and proactive issue resolution.

A strong understanding of IT infrastructure, technical standards and service desk operations is essential.

Key responsibilities

The successful candidate will oversee the development and day-to-day running of the hospital’s ICT Service Desk and its core functions, including incident management, problem management, event management, access management, request fulfilment and security monitoring.

The post also involves managing call logging and fault resolution; improving the service desk function and vendor software; adjusting resources to match demand; tracking KPIs and SLA commitments; managing reporting on service performance; coordinating SLA targets with third-party suppliers; and preparing SOPs, training material and guidance documents.

Additional duties include acting as the main contact point for ICT service requests, ensuring tickets are handled effectively from intake to closure, leading and supporting a service desk team, maintaining system support documentation standards, improving the knowledge repository, training and mentoring support staff, assisting with ICT asset management and change management, and supporting the Infrastructure & Operations Manager with ICT strategy, projects and improvement work.

The role also requires technical escalation support, awareness of emerging technologies and service models, contribution to mandatory training, adherence to ICT policies and procedures, trend analysis, production of regular and ad-hoc reports, oversight of patch compliance, development of IT security best practices, and management of security controls that protect systems and information assets. The post holder will also be expected to build capability in legacy hospital systems and take part in national and hospital group healthcare projects and shared services.

Service expectations

Because Beaumont Hospital is a critical care environment, ICT staff are expected to understand the operational needs of the hospital and respond to users in a professional, courteous and responsible way. Staff must ensure users clearly understand how their query will be handled and who is dealing with it. Confidentiality, privacy, professional conduct and an awareness of the wider hospital mission are essential parts of the role.

Conditions and additional information

This job outline reflects the hospital’s current view of the position and may change over time as organisational strategies, the clinical directorate model and other developments evolve.

Applications may be shortlisted based on the information provided, and if there are many applicants, further shortlisting criteria may be applied.

If the successful appointee is already in receipt of, or entitled to, a Civil or Public Service pension, or if such a pension comes into payment during re-employment, the pension will be subject to abatement in line with Section 52 of the Public Service Pensions (Single Scheme and other Provisions) Act 2012. By applying, candidates confirm that they understand this rule. The employer does not expect to support requests for an abatement waiver for this position.

Informal enquiries only may be made to Mark Graham, Director of ICT, by email at markgraham@beaumont.ie. No applications will be accepted through that email address.

Qualifications and experience

Applicants must have either a bachelor’s degree in Business, Information Technology, Computer Science, Computer Engineering or a related discipline, and/or at least 4 years’ experience in Information Technology or a related area.

They must also have at least 4 years of experience managing an IT service and support function in an environment of similar scale and complexity. An ITIL certification is required, while PRINCE2 is desirable.

Competencies

The role calls for strong hands-on expertise in server virtualisation, Windows Server technologies such as WSUS, IIS, Active Directory, DNS, DHCP and PowerShell, networking concepts including TCP/IP, VLANs and switch configuration, cloud systems, enterprise backup solutions, IT security practices such as firewalls and antivirus tools, and Windows operating systems.

It also requires a strong customer focus, excellent interpersonal and communication skills, the ability to work well in a busy and changing environment, alignment of IT support objectives with business goals, leadership by example, process improvement capability, issue prioritisation, fast problem resolution, analytical thinking, project coordination, and knowledge of service desk tools and best practice.

Working style

The role requires a self-driven professional who can maintain service quality, improve efficiency, reduce costs, and support a high-performing team in a fast-paced healthcare environment.

Other details

Department: ICT. Location: Beaumont Hospital & Affiliated Sites, Beaumont, Dublin 9, Ireland. Post status: Permanent. Reports to: Infrastructure & Operations Manager. Hours: Full time, 35 hours per week.

Closing date: 12 noon on Wednesday 8 July 2026.

Salary scale: Grade VII, €61,219 to €79,583.

No vacancy count was stated.