IT Service Delivery Manager

MCS Group is working with an established professional services organisation to recruit an IT Service Delivery Manager. This is a hands-on role combining leadership of a small service desk with technical support, service improvement and technology projects. Reporting directly to the IT Director, you will lead a service desk team and coach colleagues, help resolve complex issues and ensure users across office and remote locations receive an effective, approachable IT service. The role

• Lead the IT Service Desk, coach colleagues and provide hands-on support for complex technical issues.
• Manage incidents, changes and service requests, monitor service levels and report on performance.
• Improve support processes and documentation, resolve recurring issues and contribute to technology projects.
• Coordinate IT support for starters, movers and leavers, maintain asset records and liaise with suppliers.
• Support business applications, including document management and digital dictation systems.
• Contribute to information security through access controls, vulnerability remediation, security awareness and Cyber Essentials and ISO 27001 activities.

• Ideally five or more years of IT support experience, with strong Microsoft skills and a practical approach to troubleshooting
• Experience supporting users across multiple locations and remote working environments.
• The ability to guide and coach colleagues, prioritise work, delegate effectively and recognise when to escalate.
• Clear communication, good organisation and an approachable, customer-focused manner.
• ITIL knowledge or equivalent service management experience would be an advantage.

Working arrangements

• The role is based in Belfast city centre, with five days in the office during the initial six-month probation period. After probation, hybrid working is available with one day per week working from home
• Occasional travel to other offices and flexibility for maintenance, projects or significant incidents outside normal working hours will be required.