IT Service Delivery Manager (Service Desk Lead)

Location: Belfast City Centre, UK; fully office-based for the first six months, then hybrid with one day per week from home. Candidates must currently reside in Northern Ireland and have full UK Right to Work. Occasional travel to other offices and some out-of-hours flexibility are required.

Salary: £40,000–£45,000 per year

Company

Well-established professional services firm with offices in several locations and staff working on-site and remotely. The IT function supports a busy, client-facing business.

What you will do

• Lead and coach a small service desk team while handling complex technical issues hands-on.
• Manage incidents, changes, service requests, service levels, and performance reporting.
• Improve support processes and documentation, resolve recurring issues at their root cause, and maintain asset records for joiners, movers, and leavers.
• Manage suppliers and support document management and digital dictation applications.
• Contribute to access control, vulnerability remediation, security awareness, Cyber Essentials, ISO 27001, and wider technology projects.

Requirements

• Currently residing in Northern Ireland and holding full UK Right to Work is required; visa sponsorship is not provided.
• Around five years or more of IT support experience, with strong Microsoft skills and a practical troubleshooting approach.
• Experience supporting users across multiple sites and remote working setups.
• Ability to coach colleagues, prioritise and delegate work, and judge when to escalate.
• Clear communication, an approachable customer-focused manner, and strong organisational skills.

Nice to have

• Previous experience leading or supervising a service desk team.
• ITIL knowledge or equivalent service management experience.
• Exposure to Cyber Essentials, ISO 27001, or similar security frameworks.
• Experience supporting document management or digital dictation applications.

Culture & Benefits

• Report directly to the IT Director and influence how IT support is delivered.
• Balance service desk leadership with hands-on technical work and visible process improvements.
• Gain exposure to information security and compliance work, including ISO 27001.
• Permanent, full-time employment with hybrid working available after the six-month probation period.
• Occasional out-of-hours work may be required for maintenance, projects, or major incidents.

Hiring process

• Contact Jordan Madden at jordan@hirify.globalpeople.com for a confidential conversation about the role.