IT Service Support Manager/Service Delivery Manager

IT Service Delivery Manager Dungannon | £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. 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. 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 procedures. Contribute to system testing, releases and wider technology projects. Support IT budget management and cost control. At least three years' relevant senior IT or service-management experience. Previous responsibility for managing or supervising IT support staff. Ownership of day-to-day IT service delivery. Strong Microsoft 365, Entra ID, Intune, Active Directory and Windows knowledge. Practical experience with networking, firewalls, Wi-Fi and VPN technologies. Knowledge of ISO 27001 controls, UK GDPR and information security. Experience supporting an ERP or another business-critical system. Evidence of improving IT services, processes or procedures. Excellent communication, organisational and customer-service abilities. A relevant degree or recognised professional IT qualification. Experience within manufacturing, ITIL certification, Windows Server administration or technology project delivery would be advantageous but is not essential. One home-working day each week by agreement. The opportunity to lead an established team and shape how IT services are delivered. A varied role combining people leadership, technical oversight, service improvement and project involvement. To discuss this opportunity confidentially, apply today or contact Daire O'Connor at MCS Group on or Benefits: Work From Home