We would like to invite applications for the following full-time permanent post in our ICT department

Infrastructure and Service Desk Operations Manager

Clontarf

IWA is committed to promoting, maintaining and adding to our diverse and inclusive work environment

The Infrastructure and Service Desk Manager is responsible for the end-to-end management of ICT infrastructure and the Service Desk function, ensuring robust, secure, and scalable technology solutions for the organization. This role combines operational leadership of infrastructure systems with oversight of the Service Desk team, driving service excellence, team development, and continuous improvement.

Liaison

This role reports to the Director of ICT but will also need to develop and maintain close and effective working relationships with:

Service Desk Team Lead and Infrastructure Team Lead direct line manager.

Collaboration with other senior roles within the ICT team including the ICT Business Applications Manager and Information Security Architect.

Close partnership with Property Team for the provisioning of new sites.

Engagement with Project Managers and key stakeholders on a variety of projects alongside IWA Senior/Local Management teams and Community Centre staff.

Management of relationships with external vendors and technology partners.

Main Duties and Responsibilities

The Infrastructure and Operations Manager duties include but are not limited to:

General

Work closely with ICT leadership (Business Applications Manager, Security Architect) to align infrastructure and support services with organizational goals.

Support ICT projects, ensuring smooth transition of new technologies into business-as-usual operations including Project Management of ICT projects were appropriate.

Manage vendor relationships including SLA compliance and account management and participate in procurement processes for technology solutions.

Produce regular reports on infrastructure performance, service desk metrics, and project progress.

Contribute to ICT strategy, policy development, SOPs, and technical decision-making.

Oversee and enforce the Change Management process, ensuring compliance with organizational standards.

Provide clear and effective decision making and technical leadership.

Provide structured mentoring, coaching, and performance management for Service Desk and Infrastructure teams.

Conduct regular one-to-one meetings, identify training needs, and support career progression.

Assist with any other responsibilities or tasks as determined by the Director of ICT or their nominee.

Infrastructure Management

Manage a team made up of an Infrastructure Team Lead, level 2 engineers and third-party support vendors.

Management of IWA’s enterprise architecture.

Ensure availability, capacity, and performance of systems to meet business needs.

Ensure effective monitoring, maintenance, and lifecycle management of hardware and software assets.

Oversee configuration, patching, upgrades, and decommissioning of infrastructure services.

Work closely with third party providers and internal resources to ensure compliance with security requirements, build and maintenance standards.

Monitor and take corrective actions on network performance liaising with third party networking engineers as needed.

Ensure secure, reliable remote and on-site working capabilities.

Oversee the management and licensing of computer/mobile device software applications.

Ensure all applications have appropriate storage, backup, and archiving in line with policy.

Oversee the installation, configuration, and management of applications on company approved devices.

Configuration and release management.

Provide ICT needs assessments and requirements gathering and provisioning for new sites.

Service Desk Management

Manage a team made up of a Service Desk Team Lead and level 1 Service Desk assistants and third-party support vendors.

Ensure the Service Desk team provide timely and effective resolution of incidents and requests.

Monitor service desk queues, SLAs, and performance metrics, implementing improvements where needed.

Act as escalation point for complex issues, providing technical guidance and decision-making.

Drive continuous improvement through process optimization, knowledge management, and user support initiatives.

Foster a customer-focused culture within the team.

PERSON SPECIFICATION

Training, Experience and Qualifications

Formal ICT qualification (QQI Level 7 or above, or appropriate equivalent technical certifications)

ITIL certification is desirable.

Project Management qualifications are highly desirable.

Several years’ experience in Infrastructure Management and a good understanding of Service Desk Management standard practice.

Proven experience in team management, mentoring, and service delivery improvement.

Excellent communication skills and supervisory experience.

Must be able to travel to IWA sites on a regular basis.

Full Drivers Licence and access to their own car.

Knowledge and Skills

The ideal candidate would have

Systems administration experience in planning and supporting the deployment of various Microsoft enterprise technologies such as Azure, Windows Server, M365, Office 365, Active Directory, domain administration, Windows 10/11, and Microsoft Intune.

Seven or more years’ experience of ICT operations across a dynamic and diverse portfolio of business applications and systems.

Strong familiarity with server technologies including VMWare virtualization technology.

Experience in implementing, administration, and supporting local area network infrastructure and enterprise phone systems.

Knowledge and prior experience in working in a fast-changing enterprise ICT environment.

Experience with ITIL-aligned change management processes is desirable.

Excellent written and verbal communications including the ability to foster and maintain effective relationships with colleagues, vendors, and stakeholders.

Prior experience of Microsoft SharePoint and Dynamics 365 would also be advantageous.

Experience of people management, resource planning and management, coaching and supporting team members.

Competencies

Technical leadership and ownership.

People management and development.

Customer service focus and process improvement.

Adaptability, resilience, and accountability.

Remuneration & Benefits

Salary range from €78,944 to €96,750 Depending on Experience

Excellent working conditions

Training & development opportunities

25 days annual leave

Access to Defined Contribution Pension scheme and group HSF Health Plans

Employee Assistance Service

Employee discount for IWA Gym in Clontarf

Bike to Work Scheme

The closing date for applications Friday 8th May 2026

Interviews for this role will take place during Week Commencing 11th May 2026.

Documentary evidence of your relevant qualification(s) will be required in advance of or during the recruitment process.

INDHP

ICT Infrastructure and Service Desk Operations Manager

Benefits

Job Description