ServiceDesk Manager, IT

Based in Belfast, we are a leading provider of environmental, animal and human health solutions and a key influencer in driving health and sustainability throughout the food chain. Devenish has four manufacturing sites in the UK and four in the United States, from where they supply innovative nutritional solutions and technical expertise to producers through the farm, feed and food industry in the UK, Ireland, Europe, Africa, Middle East, Australasia, Latin America, and the USA.

The Role

Reporting to the IT Manager, the successful candidate will work as part of our Service Delivery Team managing change and support requests as well as the developing and training of the staff within the ServiceDesk Team. They will also be a point of escalation for technical queries from their team and must maintain a balance between responding to escalated requests and managing service delivery.


  • Managing the ServiceDesk Team and evaluating performance
  • Develop and manage Budgets and KPIs
  • Resource management
  • Acting as an escalation point for all requests and incidents
  • Ensuring customer service is timely and accurate
  • Establishing best practice through the entire support process

Essential Criteria:

  • 5 years' experience in a ServiceDesk role
  • Proven experience as a ServiceDesk Manager
  • Solid technical background
  • Hands on experience with helpdesk and remote assistance software
  • Good organisational and time management skills
  • An ability to work on own initiative but also to work collaboratively with others
  • Excellent communication skills, confident in dealing with internal and external clients
  • Flexible and adaptable
  • Full clean driving license

Desirable Criteria:

  • 3 years' experience managing a busy ServiceDesk
  • Previous experience in a manufacturing-based organisation
  • Previous experience with, AV management software, Network monitoring tools, Microsoft SQL Server, Exchange on premises / Office 365

What we offer:

  • Based in Belfast
  • 37.5 hour week, flexibility required
  • Competitive salary based on experience
  • Company matched pension scheme
  • Life Assurance linked to pension
  • Training and development opportunities
  • Corporate Health Cash Plan and Employee Assistant Programme
  • Westfield Rewards
  • Refer a friend scheme
  • Cycle to Work

How to Apply

If you wish to apply for this position, please forward your CV to:

The Devenish Group is an Equal Opportunities Employer and welcomes applications from all sections of the community.