IT Service Delivery Manager

IT Service Delivery ManagerDungannon £40,000-£50,000 Hybrid working MCS Group is delighted to be partnering with an established and growing Northern Ireland organisation in its search for an experienced IT Service Delivery Manager. This is a newly created position offering genuine ownership of day-to-day IT service delivery. You will lead a small, capable internal support team, manage operational performance and ensure incidents, escalations and service issues are driven through to completion. This is not an entry-level management opportunity or a purely strategic position. The successful candidate must be comfortable managing people, setting priorities and making independent decisions while remaining technically hands-on when required.The RoleYou will:Lead, develop and support the internal IT support team.Own helpdesk performance, ticket priorities, KPIs and service improvement.Conduct regular one-to-ones and address performance or service issues.Take ownership of significant incidents and escalations through to resolution.Provide hands-on technical support as a senior escalation point.Oversee Microsoft 365, Entra ID, Intune, Active Directory and Windows environments.Support networking, firewalls, Wi-Fi, VPNs, backups and recovery testing.Manage third-party IT suppliers and monitor service performance.Support ISO 27001 controls, Cyber Essentials activity and data-protection requirements.Maintain IT documentation, access records, equipment and operational ..... full job details .....