Lead - Technical Help/Service Desk
4 hours ago
Lead - Technical Help/Service Desk
Application Deadline: 13 January 2025
Department: Information Technology
Employment Type: Permanent - Full Time
Location: 10 Earlsfort Terrace, Dublin 2, D02 T380
Reporting To: Head of IT Operations, Infrastructure and Security
Description
Known for a culture of innovation over our 100-year history, Arthur Cox are determined to play a leading role in the adoption of technology to drive value within our own firm, our client’s business, and the wider legal industry. We are actively moving to a modern Microsoft based environment for our Digital Workplace and critical content management applications. Career journey in IT Support. https://youtu.be/G2vP3dDoAv0
Position Overview: We are seeking an experienced Lead to oversee our technical help desk/service desk. The successful candidate will be responsible for managing a team of Tier 1 support agents who provide 24/7 technical assistance to our 800-person law firm. This role requires a strong leader with excellent technical knowledge, problem-solving skills, and the ability to manage and motivate a team.
Key Responsibilities
- Lead and manage a team of Tier 1 support agents, providing guidance, training, and performance evaluations.
- Ensure the help desk operates efficiently and effectively, meeting or exceeding service level agreements (SLAs).
- Act as the primary point of contact for escalated technical issues, providing advanced troubleshooting and resolution.
- Develop and implement help desk policies, procedures, and best practices to improve service delivery.
- Monitor and analyze help desk performance metrics, identifying areas for improvement and implementing solutions.
- Collaborate with other IT teams and departments to ensure seamless support and integration of new technologies.
- Maintain up-to-date knowledge of industry trends and technologies to provide innovative solutions and improvements.
- Foster a positive and collaborative team environment, encouraging professional growth and development.
- Coordinate with other IT teams, service providers and external support teams to resolve complex technical issues.
- Manage the help desk ticketing system, ensuring all tickets are logged, tracked, and resolved in a timely manner.
- Conduct regular team meetings to discuss performance, share updates, and address any concerns.
- Develop and deliver training programs for new hires and ongoing training for existing staff.
- Create and maintain comprehensive documentation for help desk processes, procedures, and troubleshooting guides.
- Assist in the planning and implementation of IT projects, ensuring minimal disruption to daily operations.
- Provide regular reports to senior management on help desk performance, trends, and areas for improvement.
- Ensure compliance with company policies, data protection regulations, and industry standards.
- Manage asset inventory, including procurement, tracking, and disposal of IT equipment.
- Coordinate user setups, including account creation, permissions, and hardware/software installations and plan and execute the rollout of laptops and other IT equipment to employees.
Skills, Knowledge and Expertise
- 6 – 8 years of experience in technical support, with at least 4 years in a supervisory or managerial position.
- Education: Bachelor’s degree in computer science, Information Technology, or a related field, or equivalent work experience.
- Relevant certifications (e.g., ITIL, CompTIA A+) are a plus.
- Ability to attract, retrain, and motivate a high performing team of service desk agents.
- Ability to balance and manage multiple priorities and work effectively under pressure.
- Team player with a track record of working collaboratively, particularly with technology teams.
- A business, employee and client centric approach to IT Service Desk Operations.
- A strong mindset of customer service, excellence and continuous improvement.
- Proactive disposition with a willingness to work hands-on, demonstrating attention to detail and the ability to take ownership of individual and team’s work.
- Excellent critical thinking and problem-solving skills, demonstrating an ability to work under pressure and deliver outcomes on tight deadlines.
- Strong written and verbal communication skills when corresponding with colleagues at all levels of an organisation, particularly with senior stakeholders.
- Flexibility and adaptable to a changing business and technology environment.
- Innate curiosity and willingness to learn about the legal business landscape and evolving technology environment.
Technical Skills:
- Proficiency in troubleshooting IT systems, hardware and software issues and strong knowledge of Microsoft Windows 10 &11 and MacOS.
- Computer hardware and networking systems.
- M365, Microsoft Office, SharePoint, MS Teams, and OneDrive
- Active Directory
- Azure
- MS Intune
Benefits
We reward, encourage and support our talented people to reach their full potential offering excellent progression opportunities along with the following:
- Market leading salary
- Discretionary annual bonus scheme
- 25 days annual leave allowance
- Pension scheme
- TaxSaver and Bike to Work scheme
- Healthcare
- Full gym and wellness programme
#J-18808-Ljbffr
-
Service Desk Engineer
24 hours ago
Dublin, Ireland UniJobs Full timeService Desk Engineer Unijobs on behalf of our public sector client have a requirement for a suitably skilled Service Desk Engineer to join their team. The duration of this post is 76 weeks initially with possible extensions thereafter. The role will be based onsite in Dublin 8. Working 35 hours per week, the successful candidate will be employed as an...
-
B2C Service Desk Representative
4 hours ago
Dublin, Ireland Eason Full timeRole Overview: We are delighted to announce the position of B2C Service Desk Representative within the Service Delivery Department. This role is a full-time permanent role based in our Support Office. Role Synopsis: As a B2C Service Desk Representative, your primary responsibilities will be to response to customer queries through case management tool and...
-
Hire Desk Controller
7 days ago
Dublin, Ireland Crane Hire Limited Full timeCrane Hire Limited Crane Hire Limited is Irelands leading provider of mobile telescopic cranes and associated services. We are recruiting an experienced and customer-focused Hire Desk Controller to manage the daily crane hire operations at our Dublin depot. Responsibilities Understand and ensure delivery of customer hire requirements Manage customer...
-
Technical Lead
24 hours ago
Dublin, Ireland Nexient LLC Full timeReq ID:308424 NTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now. We are currently seeking a Technical Lead to join our team in Oklahoma City, Oklahoma (US-OK), United States (US). Overview of job: The...
-
Field Service Engineer
4 days ago
Dublin, Ireland Rise Technical Recruitment Full timeField Service Engineer€55,000 - €60,000 (OTE €65,000+) + Door to Door Pay + Company Car + Overtime + TrainingHome-Based Travelling to Clients (Ideal locations: Dublin, Newbridge, Portlaoise, Drogheda, Mullingar, Navan, Naas or Surrounding Areas)Are you a Service Engineer with experience in Food Processing / Packaging? Are you looking to join a rapidly...
-
Technical Sales Engineer
7 days ago
Dublin, Ireland Rise Technical Recruitment Full timeGraduate Technical Sales Engineer Dublin or Cork €40,000 + Car + 28 Days Holiday Excellent opportunity for an Engineering Graduate looking to join a company who are renowned for their fantastic training and development programmes and will make you an outstanding Technical Sales Engineer.On offer is the chance to join a company who will offer you internal...
-
Service Engineer
23 hours ago
Dublin, Ireland Rise Technical Recruitment Full timeService Engineer (Combustion/Gas)Covering Dublin, Galway, Limerick and surrounding areas€50,000 - €55,000 + OTE €60,000- €70,000 + Door to Door + Fuel Card + Company Car + Pension + Excellent BenefitsExcellent role on offer for an Engineer looking to join a Global, Market Leading company where you will receive extensive development and the...
-
Field Service Engineer
23 hours ago
Dublin, Ireland Rise Technical Recruitment Full timeField Service Engineer (Full Product Training)€46,000 - €54,000 + Full Specialist Training + Structured Progression + Premium Overtime + Company Car + Medical Insurance + Life Assurance + Enhanced Pension + 35 days holiday + Other Benefits Field Based covering Dublin and surrounding areasAre you a Service or Maintenance Engineer with Electro-mechanical...
-
Director, Technical Services Dublin
24 hours ago
Dublin, Ireland MongoDB Full timeThe worldwide data management software market is massive. According to IDC, the worldwide database software market was forecasted to be approximately $82 billion in 2023, growing to approximately $137 billion in 2027, representing a 14% compound annual growth rate. At MongoDB, we are transforming industries and empowering developers to build amazing apps...
-
▷ [Apply Now] Lead Powerplant Engineer
24 hours ago
Dublin, Ireland Ryanair Full timeDescription Ryanair are currently recruiting for a Powerplant Engineer to join Europe’s Largest Airline Group! This is a very exciting time to join Ryanair as we look to expand our operation to 800 aircraft and 300 million guests within the next 10 years. The successful candidate will be reporting to the Head of Powerplant/Deputy Powerplant Manager....
-
Operations Lead
24 hours ago
Dublin, Ireland IT Alliance Group Full timeOperations Lead Place of work: On-site Park West, Dublin 12 + Clients Site /Duration: Permanent / Hours of work:Monday to Friday Office Hours. About the Company and the Role: Auxilion is a leading provider of IT outsourcing and IT Managed Service solutions. As part of the Auxilion organisation you will work directly on a client site responding to internal...
-
Service Desk Engineer
24 hours ago
Dublin, Ireland eir evo talent Full timeDue to continued expansion of eir evo, we are now seeking to recruit an experienced Level 1 Support Engineer that endeavours to become an integral part of our Managed Services Team, working on a dedicated team for a prestigious client, supporting an evolving and exciting multi-technology IT environment. The successful candidate will work on and receive...
-
Dublin, Ireland HubSpot Full timePOS-26083 Technical Lead I, Backend Software Development - Infrastructure HubSpot’s Developer Acceleration teams are charged with making the developer experience at HubSpot world-class. We want building, deploying, and monitoring our software to be as easy, fun, and frictionless as possible for our teams. We manage thousands of instances and services in...
-
Dublin, Ireland State Street International (Ireland) Ltd Full timeWho we are looking for To troubleshoot and support employees with their IT related problems. Own issues from start to finish and escalate to Team lead when required. Why this role is important to us The team you will be joining is a part of Charles River Development (or CRD), that became a part of State Street in 2018. CRD helps create enterprise investment...
-
Service Coordinator
7 days ago
Dublin, Ireland Synergy Recruitment Partners Full timeLooking for a well organised, confident person with good communication skills that is proficient with Microsoft Office tools and experience of Business Management Platforms such as Enterpryze/ SAP Business One along with knowledge of HSE framework/Healthcare would be an advantage. Hours are 9-5pm office based Salary is 40K per annum Benefits: Pension and...
-
Tech Services Engineer – Powerplant
24 hours ago
Dublin, Ireland Ryanair Full timeDescription Ryanair are currently recruiting for a Tech Services Engineer to join the Powerplant Dept of Europe’s Largest Airline Group! This is a very exciting time to join Ryanair as we look to expand our operation to 800 aircraft and 300 million guests within the next 10 years. The successful candidate will be reporting to the Head of...
-
Service Administrator, Workplace Technology
24 hours ago
Dublin, Ireland Bizquip Limited Full timeService Administrator - Workplace Technology We are a well-established family-owned Irish company in operation since 1984 located in Sandyford, Dublin 18. We specialise in workspace solutions, in that we offer a full turn-key solution to all office requirements across workplace technology, commercial interiors, stationery and office supplies. As we celebrate...
-
▷ (Apply Now) Technical Service Engineer
24 hours ago
Dublin, Ireland Harmonics Full timeOverview: Our Client is part of a leading European based aircraft network and provide engineering services to lessors who own and lease aircraft engines. Job Title: Technical Services Engineer Reporting To: Head of Technical Services Provision Group Contract Type: Permanent (subject to a 6 month probationary period) This role can be Hybrid - Once training is...
-
IT Support Manager
4 hours ago
Dublin, Ireland September Consulting Ltd Full timeIT Support Manager/Technical Services Manager Location: Dublin Type: Permanent Category: Technology Responsibilities: 1. Manage IT Assets: Oversee the management and control of IT assets, including hardware, software, and network infrastructure. 2. Technical Support: Provide technical support and troubleshooting for IT systems, ensuring minimal downtime...
-
Tech Lead
11 hours ago
Dublin, Ireland Cpl Resources Full timeCpl Recruitment are partnering with a financial services client to hire a Tech Lead to join there team. In this role, you will build cutting-edge applications for the financial services sector. They are looking for skilled engineers who thrive in an agile environment and are eager to contribute across all aspects of development. Responsibilities: Develop...
