Customer Support Leader

3 days ago

Dublin, Dublin City, Ireland beBeeLeadership Full time €45,000 - €60,000
The role of a Helpdesk Supervisor is a challenging and rewarding position that requires strong technical knowledge and leadership skills. The supervisor will be responsible for ensuring the smooth operation of the company's IT helpdesk service, leading a team of two Helpdesk Technicians, coordinating escalations with internal development teams and specialist third-party vendors, and providing direct technical guidance to support staff.Key responsibilities include Service Desk Operations Management, overseeing daily helpdesk operations, ensuring incidents, requests, and problems are logged, tracked, and resolved in line with SLAs. The Incident Manager will act as the point of contact for major or high-priority incidents, ensuring timely communication to all stakeholders and resolution.Requirements:Significant experience in IT support/helpdesk roles, with at least 2 years in a supervisory or senior support position. Strong technical knowledge in desktop, application, and network support. Experience applying ITIL principles (Incident, Problem, and Change Management). Proven ability to lead, coach, and develop team members. Excellent communication, interpersonal, and stakeholder management skills. Strong organisational skills with the ability to prioritise effectively in a fast-paced environment. Experience working with third-party vendors and managing escalations.Benefits:As a Helpdesk Supervisor, you will have the opportunity to work in a dynamic and supportive team environment, with opportunities for professional growth and development. You will be responsible for mentoring and developing a team of Helpdesk Technicians, and contributing to the delivery of excellent customer service.

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