Key Responsibilities

Helpdesk Management

• Oversee and ensure the efficient and smooth operation of the helpdesk function.

• Manage the daily performance of the helpdesk team to achieve the best outcomes for the company.

• Monitor ticket resolution times and ensure SLA compliance.

• Implement continuous improvements in helpdesk processes to enhance user experience and support efficiency.

• Provide leadership and guidance to helpdesk staff, adopting a high-performance culture.

• Develop and maintain documentation for common helpdesk procedures and troubleshooting guides.

Systems Installation, Configuration, and Maintenance

• Fully support, install, configure, and maintain both on-premise and cloud systems, including:

  • Network Equipment: Aruba Switches

  • Virtualization Platforms: vSphere Hosts (ESXi, vCenter Server)

  • Windows Servers: Active Directory, File & Print, Egnyte, Manage Engine

  • Telephony: MS Teams Telephony Platform and gateway appliances

  • Security Solutions: Intune/Defender, Fortinet

  • Storage: Storage Arrays, Veeam backup and replication

  • Cloud Services: Office 365 Cloud, Service Now

Documentation and Reporting

• Maintain accurate documentation for network maps, routing, server roles, and software licensing.

• Provide detailed reports to the Head of IS&T to support audits, client requests, and compliance inspections.

• Ensure proper documentation and reporting on system configurations and licensing.

Access Management

• Manage file-sharing permissions and ensure proper access isolation with access-based enumeration rules.

• Conduct monthly audits of servers and access rights, ensuring data security for joiners, leavers, and role changes.

Security Management

• Install, configure, and maintain security tools across all servers.

• Oversee and ensure proper operation of server backups, including Veeam snapshot and replication processes.

• Manage firewalls and VPN solutions (site-to-site and client-to-site), resolving authentication issues as needed.

Network and Bandwidth Management

• Liaise with WAN providers to support MPLS and inter-site links.

• Report on bandwidth utilization, user web traffic, and threat analysis to the Head of IS&T.

Continuity and Failover Planning

• Serve as the lead IS&T resource in continuity plans.

• Conduct simulation testing of failover plans in collaboration with the continuity team.

System Monitoring and Optimization

• Monitor all systems for capacity, utilization, and performance issues, acting on warnings proactively.

• Automate monitoring where appropriate and forecast capacity needs to meet future requirements.

Continuous Improvement

• Identify and implement enhancements to system, software, and hardware operations.

• Research and test emerging technologies and attend industry seminars to advance personal knowledge.

Policy and Compliance

• Ensure adherence to the company’s Information Security and Acceptable Usage Policy by all users.

Skills, Knowledge, and Experience

• Minimum 5 years’ experience in a senior server & network support role with at least 5 years directly managing projects.

• Extensive knowledge of technical project management, analysis, and troubleshooting of Windows client/server, network, firewall, and cloud-based computer systems.

• Proven experience configuring and managing modern server hardware alongside solutions such as vSphere, Windows Server, Veeam, and Manage Engine.

• Strong leadership skills with experience in managing helpdesk operations and team performance.

• Ability to implement process improvements and drive efficiency in IT support functions.

Savills Ireland is an equal opportunity employer.

Savills aims to attract, recruit and retain the best people from the widest possible pool of talent. As such, we are committed to creating an inclusive and diverse working environment for all employees by striving at all times to be an organisation which does not discriminate, values everyone’s talents and abilities and where diversity is positively promoted.