Lead Technical Help/Service Desk

  • Job Type: Permanent
  • Location: Dublin 1
  • Category: Develop, Software Development
  • Salary: €75000

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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    Colleen Quigley

    Colleen Quigley

    Colleen brings a personable and extroverted approach to her role as an IT Recruitment Consultant which is complemented by her third level BSC Honours degree educational background. Colleen has a vast range of experience in her career to date, most notably within the hospitality, food & nutrition and particularly the recruitment industry, in which she has a number of years working in both Ireland and Perth Australia. Colleen is an extremely organised, competitive, individual with a passion for ensuring that each of her individual clients and candidate pre-requisites are dealt with in an efficient and satisfactory manner. Colleen likes to spend her spare time keeping fit and spending quality time with her family.

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