Technical Team Leader

Unijobs on behalf of our public sector client has a requirement for a Technical Team Leader who will work fully onsite in Little Island, Cork. This is a temporary position; the initial contract duration is for 12 months with the possibility of extension thereafter. Based off a 35-hour work week the successful candidate will be employed as an agency employee and will be paid an hourly rate of €31.39 based off an annualised salary of €57,325 and will accrue 30 days' annual leave per year along with public holidays. Summary of position: The Technical Team Leader plays a key role in managing the daily operations of the Service Desk team, ensuring high-quality support delivery, efficient handling of incidents and requests, and alignment with agreed service levels. This role is responsible for leading, coaching, and developing team members, driving service improvements, and maintaining close collaboration with management and other stakeholders to ensure an exceptional user experience. Key responsibilities: Monitor day-to-day activities and queues of calls and tickets to ensure timely response and resolution in line with SLAs. Create and deliver weekly performance appraisals for staff, including quality checks and constructive feedback. Conduct 3- and 6-month review meetings with team members to assess progress, performance, and development needs. Manage and resolve user escalations and complaints, ensuring issues are handled promptly and professionally. Participate in daily coordination meetings with other Team Leads to review operational impacts and priorities across the Centre of Excellence (COE). Attend weekly meetings with the Management Team to provide updates, share insights, and discuss service performance. Take part in working groups with Management, contributing to service improvements, policy development, and process enhancements. Create, maintain, and regularly update the Team Knowledge Base, ensuring accuracy and consistency of information. Provide monthly feedback to staff on team structure, performance, and progress toward goals. Identify trends and patterns in ticket data and team performance to drive service improvements and operational efficiency. Conduct interviews and assessments for open roles, supporting recruitment and onboarding of new team members. Foster a culture of continuous improvement, collaboration, and user focus within the team. Note: This list is not intended to be exhaustive but provides an indication of the primary duties and responsibilities associated with the role. Additional activities may be required in line with business needs and operational demands. Skills and experience: Essential Proven experience in a technical support or service desk environment, ideally in a leadership or supervisory role. Strong understanding of ITIL principles and service management best practices. Excellent people management and coaching skills, with the ability to motivate and develop a high-performing team. Demonstrated ability to prioritise workloads, manage incidents, and maintain SLA performance. Strong analytical and problem-solving skills, with a focus on service quality and user satisfaction. Excellent communication and interpersonal skills, with the ability to build strong relationships across teams and stakeholders. Hands-on experience with incident, request, and change management tools (e.g., ServiceNow, Remedy, or similar). Solid technical knowledge of core IT infrastructure, including Windows OS, Microsoft 365, networking fundamentals, and remote support tools. Proven ability to drive service improvements and contribute to process enhancements. Ability to work effectively under pressure and during major incidents. Desirable ITIL Foundation certification (or higher). Experience managing shift-based or geographically dispersed teams. Familiarity with KPI tracking, reporting, and performance dashboards. Exposure to cloud-based and hybrid environments (e.g., Azure, Intune, etc.). Experience with customer satisfaction metrics and quality assurance frameworks. Relevant technical certifications (e.g., Microsoft, CompTIA, Cisco). *This position may be subject to Garda Vetting and Foreign Police Clearance, if applicable you will be required to obtain these prior to commencing in this role* Unijobs is an equal opportunities employer Skills: sla ticketing system servicenow management service desk Benefits: 30 days AL + Bank Holidays