Strategic Service Desk Leader

5 days ago

Dublin, Dublin City, Ireland beBeeLeadership Full time €55,000 - €75,000
Service Desk Leadership Opportunity

The role of Service Desk Lead requires leadership, support, and guidance to the administration team. The successful candidate will oversee the day-to-day operations of the Service Desk, ensuring timely processing of all service-related activities, accurate reporting, and effective communication between engineers, subcontractors, clients, and our internal team.

Key Responsibilities:
  • Lead 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.
  • 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.
Required Skills and Qualifications:
  • 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.

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