Group IT Help Desk Manager

Location: Galway, Ireland
Travel Required: Yes. Approx 25% to Cologne and Lille
Languages: English (mandatory); German or French (advantageous)
Salary: Circa €65,000 p.a (negotiable depending on experience)

Smyths Toys

At Smyths Toys, we don’t just deliver toys – we deliver innovation, and cutting-edge technology to our retail stores and distribution centres across Europe. We are one of the world's largest specialty retailers of children's toys. We operate both online, and via our physical retail stores, with hundreds of stores spread across Europe and the UK. We source our product range from an extensive array of UK, European, and international suppliers.

About the Role

We’re seeking a dynamic, results-driven Group IT Help Desk Manager to join our growing team and play a pivotal role in transforming the IT landscape for our international operations.
As the Group IT Help Desk Manager, you’ll manage 3 IT Helpdesk Teams based in Ireland, Germany & France supporting out operations in 7 countries. Reporting to the IT Operations Manager, you’ll be at the heart of ensuring seamless, high-quality IT services that support every aspect of our business, from our Headquarters to retail stores to distribution centres.
You’ll operate in a fast-paced environment, working with next-generation systems, a variety of teams, and top-tier partners to keep everything running smoothly. This is an exciting opportunity to drive innovation and ensure that our IT network, applications and infrastructure supports our continued growth and operational excellence.

Responsibilities

Team Leadership

• Lead and inspire IT Helpdesk teams located in Ireland, Germany, and France, fostering a collaborative environment that champions success.
• Oversee first & second level support, managing escalations to internal IT teams or specialised vendors as needed.

Service Desk Management

• Ensure smooth daily operations, handling escalations with confidence, and overseeing IT tickets to guarantee swift, efficient resolutions.
• Provide exceptional service to our retail stores, distribution centres, and Headquarters, with IT support teams serving as the primary point of contact for all IT-related issues and inquiries.

Vendor & Partner Management

• Own relationships with outsourced IT service providers and strategic partners, ensuring that SLAs are exceeded and operations are flawless.

Retail Expansion

• Lead and project manage the IT fit-out of new store openings, ensuring our technology infrastructure is ready for the future of retail.

Continuous Process Improvement

• Consistently review and enhance IT support processes, identifying opportunities for greater efficiency and alignment with business objectives.

Customer Satisfaction

• Be the driving force behind an exceptional end-user experience, delivering prompt, professional IT support that keeps our internal customers happy.

The Ideal Candidate

We’re looking for a leader with a passion for technology and an eye for innovation. You’ll be a problem solver, always looking for new ways to drive efficiency, with a keen understanding of the unique demands of retail IT environments.

• Technical Mastery
  • In-depth knowledge of hardware, networks, infrastructure, and applications, and how they integrate to support seamless retail operations.
    • Network Administration: Strong experience managing WAN, LAN, WLAN infrastructures.
    • Windows Server Expertise: In-depth knowledge of Microsoft Active Directory, DNS, DHCP, WDS, and DFS.
    • Cloud-based Administration: Proficiency in managing Google Workspace and Office 365 platforms.
    • Remote Support & Monitoring: Familiarity with tools to manage IT environments remotely.
    • Helpdesk Management: Proven ability to efficiently manage helpdesk ticket systems and prioritise support tasks.
    • Retail IT Experience: Understanding of ERP systems and hands-on experience with retail POS hardware and software.
    • Mobile Hardware Support: Expertise in supporting mobile devices and applications for retail and distribution settings.
• Leadership Excellence
  • Proven experience in leading IT teams, with a strong track record in vendor management, service delivery, and help desk operations.
• Process-Driven
  • You know how to streamline and improve processes, particularly in ticketing systems and helpdesk operations, to maximise efficiency.
• Communication Superstar
  • You’re a clear communicator, able to explain technical concepts in simple terms for non-technical stakeholders.
• Adaptable & Agile
  • Comfortable in a fast-paced, dynamic environment, you’re ready to take on evolving challenges with a pragmatic, flexible mindset.

Why Smyths Toys

• Global Impact: Lead IT operations that touch every aspect of our international business.
• Career Growth: Opportunities for personal and professional development in a fast-growing company.
• Innovative Environment: Work with cutting-edge technology in a dynamic, future-focused team.

Benefits:

• A benefits package inclusive of:
  • 4 weeks annual leave rising according to length of service
  • Defined Contribution Pension Scheme
  • Life Assurance Cover
  • Employee Assistance Programme
  • In-store discount
  • Company Sick Pay Scheme
  • Company Maternity and Paternity Payments
  • Special Life-Event Gifts
  • Length of Service Awards
  • Bike to Work Scheme