Service Desk Lead

4 weeks ago

Dublin, Dublin City, Ireland Quinn Downes Group Full time

Join to apply for the
Service Desk Lead
role at
Quinn Downes Group
Quinn Downes Service & Maintenance (QDSM) is one of Ireland's leading companies specialising in the provision of complete Hard Services Maintenance & Facility Supports.
Operating under the Quinn Downes Group (established in 1999), we are dedicated to delivering quality service and customer support across a wide range of industries.
We are now seeking a
Service Desk Lead
to manage our busy Service Desk team.
This is a hands-on leadership role where you will continue to process daily work while also guiding the team, ensuring efficient operations, excellent customer service, and continuous improvement.
Role Overview
The Service Desk Lead will oversee the day-to-day operations of the Service Desk, providing leadership, support, and guidance to the administration team.
Reporting to the Operations Manager, the successful candidate will ensure timely processing of all service-related activities, accurate reporting, and effective communication between engineers, subcontractors, clients, and our internal team.
Key Responsibilities
Lead, support, and mentor the Service Desk team.
Allocate and oversee daily workloads, ensuring tasks are completed accurately and on time.
Act as the primary escalation point for complex queries or issues from administrators, engineers, subcontractors, and clients.
Ensure compliance and accuracy across all Service Desk processes, including work report editing, job costing, PO management, invoicing readiness, and system updates.
Manage and monitor performance metrics, identifying opportunities for efficiency and service improvements.
Approve works so they are ready for invoicing.
Ensure consistent communication and strong working relationships between the service desk, engineers, subcontractors, and clients.
Support scheduling, purchasing, and reporting activities as needed.
Monitor team performance, identify areas for improvement, and liaise with senior management on progress and challenges.
Desired Skills & Experience
Proven experience in a Service Desk, Administration, or Facilities Management support role.
Leadership or supervisory experience desirable, ideally in a busy service environment.
A third-level qualification in business, management, facilities management, or a related field is desirable, though relevant experience will also be highly considered.
Strong organisational and people-management skills.
Excellent communication and interpersonal skills with the ability to liaise effectively across all levels.
Strong PC skills including MS Outlook, MS Word, Excel & PDF converting.
Strong attention to detail with the ability to work under deadline pressure.
Flexible, adaptable, and solutions-oriented approach.
What We Offer
Competitive salary and performance-based bonus.
Flexitime to support work-life balance.
A leadership role in a growing company, with opportunities to shape and develop the Service Desk function.
A collaborative, supportive, and inclusive work environment.
Discounted gym membership & wellness support through our Employee Assistance Programme.
Regular team outings and a friendly, inclusive culture.
Free onsite parking.
Seniority level
Not Applicable
Employment type
Full-time
Job function
Administrative and Management
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