MSP Support Manager – Dublin
We’re hiring a senior MSP Support Manager to lead our service desk across all ICT Services managed services customers and group companies. Reporting to the Technical Lead, you’ll own service delivery, team performance, resource utilisation and customer satisfaction across our MSP portfolio.
This is a leadership role with real commercial responsibility. You’ll set culture, drive outcomes, develop your people and act as the senior escalation point for our customers.
What You’ll Do
- Lead day-to-day MSP service desk operations across all customers
- Own utilisation, billability and charge-out rate targets
- Act as senior escalation point for all customer issues
- Manage RMM platform, SLA compliance and scheduled maintenance
- Drive KPIs and cascade objectives through the team
- Build and deepen client relationships across the portfolio
- Lead, coach and develop a team of IT support professionals
- Own performance reviews, training programmes and career development
- Support the Sales Manager on business development opportunities
- Report performance and insights to C-level leadership
What We Need
- Proven MSP service desk or operations management experience — essential
- Commercial awareness — utilisation, charge-out rates, billability
- Strong people leadership and team development track record
- ITIL knowledge and familiarity with RMM/PSA tools
- Experience reporting to C-level stakeholders
- Technical qualification to degree level or equivalent