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▷ (2/27/2025 A) Lead Technical Help/Service Desk

1 month ago

Dublin, Ireland SOLAS IT RECRUITMENT Full time

Lead – Technical Help/Service Desk

My client is a leader in innovation, moving towards a modern Microsoft-based environment for their Digital Workplace and content management. They’re seeking a Lead for their Technical Help Desk/Service Desk to manage a team providing 24/7 support to their 800-person law firm.

Position Overview
The successful candidate will lead a team of Tier 1 support agents, ensuring smooth operations and prompt issue resolution. You will provide technical expertise, manage team performance, and drive service improvements.

Key Responsibilities

- Lead and support a team of Tier 1 agents, offering training and performance feedback.
- Ensure efficient service desk operation and meet service level agreements (SLAs).
- Handle escalated technical issues, providing advanced troubleshooting and solutions.
- Develop and improve help desk policies and best practices.
- Monitor performance, identify improvement areas, and implement solutions.
- Collaborate with IT teams on new technology support.
- Stay up to date with industry trends and implement innovative solutions.
- Maintain a positive, growth-focused team environment.
- Manage the ticketing system to ensure timely resolution of all issues.
- Coordinate training for new hires and ongoing staff development.
- Create and maintain help desk documentation and troubleshooting guides.
- Assist with IT project planning to minimize disruption.
- Report on help desk performance to senior management.
- Ensure compliance with policies, data protection, and industry standards.
- Manage IT equipment inventory and coordinate employee setups and rollouts.

Skills & Experience

- 6–8 years of technical support experience, with 4+ years in a supervisory role.
- Degree in IT or related field, or equivalent experience.
- Certifications (e.g., ITIL, CompTIA A+) are a plus.
- Strong leadership and team management skills.
- Excellent problem-solving and communication skills.
- Ability to work in a fast-paced, changing environment.
- Interest in learning about the legal industry and evolving technology.

Technical Skills

- Proficient in troubleshooting Windows 10/11, MacOS, and hardware.
- Experience with M365, MS Teams, SharePoint, OneDrive, Active Directory, Azure, and MS Intune.

Benefits

- Competitive salary and discretionary annual bonus.
- 25 days of annual leave.
- Pension scheme and tax savings programs.
- Healthcare and wellness program.
- Full gym access and wellness initiatives.

If you’re passionate about leading a team and driving IT excellence, we want to hear from you

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