Service Desk Manager at Netrio – Belfast
Netrio
Belfast, Ireland
Posted on Jul 30, 2025
About This Position
Service Desk Manager
Location: Belfast, Northern Ireland
Are you a people-first IT leader who thrives in fast-paced, evolving environments? We’re seeking a Service Desk Manager to guide our high-performing support team. Based in Belfast, as part of a global managed IT services operation, you’ll play a pivotal role in delivering seamless 24/7/365 support across our international footprint—including delivery centers in the US, Belfast, and offshore.
This is more than a leadership role—it’s an opportunity to shape the customer experience, foster team resilience, and lead with empathy during a time of meaningful transformation.
What You’ll Do
Service Delivery & Operational Excellence
- Oversee daily Service Desk operations, ensuring timely and effective incident resolution and request fulfilment.
- Monitor and report on KPIs such as CSAT, SLA adherence, FCR, and team productivity.
- Own and report on Net Promoter Score (NPS), Mean Time to Resolution (MTTR), and ticket backlog health.
- Use dashboards and analytics tools to drive performance and identify service trends and recurring problems.
- Balance competing priorities and shifting demands while maintaining delivery standards and service quality.
- Ensure contractual obligations are consistently met and confidently push back on out-of-scope requests in collaboration with the Account Management team.
- Identify and implement process improvements that enhance efficiency and service quality.
- Take ownership of documenting and refining operational processes to ensure clarity, consistency, and scalability.
Customer Experience & Relationship Management
- Personally address every customer complaint to ensure concerns are heard, understood, and resolved with care.
- Serve as the primary escalation point for both customers and internal team members, ensuring swift and empathetic resolution of complex issues.
- Build strong, trust-based relationships with clients by understanding their needs and advocating for their success.
- Participate in customer review meetings and contribute to service improvement planning.
- Lead ownership of Service Improvement Plans (SIPs) and Quarterly Business Reviews (QBRs).
- Collaborate with clients to align support services with their evolving business goals.
- Proactively identify opportunities to enhance the customer experience.
Cross-Functional Collaboration & Onboarding
- Work closely with Project Teams and the Transition Manager to ensure new client accounts are onboarded smoothly and successfully.
- Support the integration of new services into the Service Desk environment, ensuring readiness and alignment with customer expectations.
- Act as a liaison between operations and project stakeholders to ensure seamless transitions and minimal disruption to service.
- Participate in incident response activities and Change Advisory Boards (CABs).
Team Leadership & Culture Building
- Inspire, coach, and develop a team of Service Desk analysts, cultivating a collaborative and supportive team culture.
- Conduct regular 1:1s, performance reviews, and provide real-time coaching that empowers individual growth.
- Manage shift coverage and resource allocation to ensure consistent global support.
- Promote knowledge sharing and continuous learning across the team.
- Take responsibility for onboarding and upskilling new hires.
- Drive career pathing and succession planning for team members.
Technology Enablement & Innovation
- Champion the adoption of new tools and technologies that improve team performance and customer outcomes.
- Ensure effective use of ITSM platform, tools, and knowledge bases.
- Stay informed on industry trends and emerging technologies to drive continuous improvement.
- Ensure compliance with data protection, security protocols, and audit requirements.
What You’ll Bring
- Proven experience in a leadership role within an IT Service Desk or service desk, ideally in a managed services environment.
- Strong grasp of ITIL principles and service management best practices.
- Exceptional communication, empathy, and problem-solving skills.
- A track record of motivating teams and navigating change with confidence.
- A deeply customer-centric mindset, with experience handling complex and sensitive customer interactions.
- Proficiency with ITSM tools such as ServiceNow.
- Comfort working in a global, always-on support environment.
Why Join Us?
You’ll be stepping into a role that matters—where your leadership will directly impact customer satisfaction, team morale, and operational success. This is a unique opportunity to help shape the future of a global support function during a time of meaningful change. If you’re energized by challenge, driven by empathy, and passionate about service, we’d love to hear from you.
Frequently asked questions about this position
Job Location
Belfast, Ireland
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Job Location
This job is located in the Belfast, Ireland region.