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Airlines IT



IT Services Manager

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Open Until Filled
Airlines IT
Dublin Office, Ireland


The IT Services Manager is responsible for all day to day activities for Desktop, Helpdesk and EFB teams. This is a full time position based in Dublin. Normal office hours apply but flexibility in hours and location are requirements. Some travel will be required.


24x7 Helpdesk
EFB helpdesk
Desktop Support engineering
Base & Airport Adds/Moves/Changes
Definition of Metrics to enable accurate measurement of team success.
Liaise with business stakeholders regularly to review KPIs
Own the Service Desk processes – Implementation of new Service Desk across various business elements.


Technical Requirements

Knowledge of ITIL best practices
Experience in ticketing systems, and reporting metrics & KPIs from them
Windows Desktop management experience
Desktop security (antivirus, encryption)
Vendor management experience for equipment and services purchasing


Excellent communication skills
Present metrics / KPIs to wider IT and Ryanair Audiences
Ability to take a leadership role in IT Incident escalations
Ability to provide leadership in customer service and customer communication on behalf of the IT Team
Demonstrated stakeholder engagement skills, build relationships with our business customers
Strong business understanding and focus
Demonstrated conflict management and resolution experience
Self-motivated, with strong ability to work both independently and with teams and managers as appropriate
Utilize ITIL standards for Incident, request, configuration, change and problem management to provide strategic leadership and planning for technical support of end user devices
Work with the wider Infrastructure and Operations team for continuous improvement
Provide mentoring, training and guidance in regards to troubleshooting and diagnosis to all other technicians
Assist in creating support procedures, installation guidelines and disposal procedures and confirm all following all documented processes

Prioritize assigned day-to-day desktop support requirements via ITSM Tool in order to meet established service level agreements
Define new processes, always question the "status quo". Never accept purely historical reasons for continuing a process.
Ensure compliance with all processes and audit requirements