Service Desk Lead

Mannok Administration Buildings, 187 Ballyconnell Road, Derrylin, Enniskillen, Co. Fermanagh, BT92 9GP

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Mannok’s IT department supports a wide range of business-critical systems, from ERP and BI reporting to application support and IT infrastructure. We work closely with internal teams and external partners to deliver secure, reliable, and innovative technology solutions across the organisation.

The Service Desk Lead is responsible for managing and coordinating the day-to-day operations of the IT helpdesk. This role combines leadership responsibilities with hands‑on technical work, requiring strong troubleshooting skills and the ability to mentor and guide team members.

• Oversee daily helpdesk operations, allocate tickets, and manage workloads.
• Coach and develop team members.

• Ensure SLA compliance, elevate issues, and produce performance reports.
• Identify and implement process improvements.

• Serve as escalation point for complex issues.
• Troubleshoot hardware, software, and network problems.
• Support system upgrades, patching, and deployments.

• Maintain IT asset and licence records.
• Order equipment, manage stock, and administer mobile contracts.

• Maintain IT documentation, policies, and procedures.
• Ensure alignment with ITIL and ISO
  27001 standards.

• Liaise with internal teams and vendors.
• Provide management updates on helpdesk performance.

• Degree/diploma in IT or equivalent experience.
• 3+ years’ experience leading IT service teams.
• Strong knowledge of Windows, AD, O365, Intune, Defender, RMM tools; basic networking (DNS, DHCP, VPN); ITSM/ticketing systems.
• Strong leadership, organisation, communication, and customer service skills.