Direct message the job poster from Eolas Recruitment
Recruitment Consultant at Eolas Recruitment
Our Dublin based client is looking for a Service Desk Lead to join their team on a permanent basis. This role requires an individual who can lead a team of IT support specialists, ensuring high-quality support and efficient resolution of user IT issues. The Service Desk Lead will be responsible for improving service delivery, enhancing user satisfaction, and maintaining high-performance standards. The client offers an excellent salary and benefits package.
Key Responsibilities:
1. Team Leadership and Management: Lead, manage, and develop the service desk team, ensuring effective performance and high levels of motivation. Organise training sessions to enhance the team’s technical and customer service skills.
2. Incident and Request Management: Oversee the rapid and efficient resolution of IT incidents and service requests, ensuring all issues are logged, tracked, and resolved in accordance with service level agreements.
3. Process Optimization: Continuously evaluate and improve service desk processes and procedures to increase efficiency and effectiveness. Implement best practices in IT service management.
4. Performance Monitoring: Monitor and report on team performance against service levels and key performance indicators, adjusting strategies as necessary to improve results.
5. Customer Service Excellence: Ensure exceptional service is delivered to end-users. Address any issues in service quality immediately and implement measures to maintain high service standards.
6. Communication and Collaboration: Serve as a key point of contact for all departments regarding IT support matters. Facilitate effective communication between the service desk and other IT teams.
7. Vendor Management: Liaise with external vendors to resolve issues related to third-party services and products.
Minimum Requirements:
* Minimum of 5 years of experience in an IT support or helpdesk supervisory role with proven ability to manage and lead a service desk team.
Educational Requirements:
* Bachelor’s degree in Information Technology, Computer Science, or related field.
HOW TO APPLY:
To apply for this role, please submit your updated CV. If your skills and experience match job requirements, you will be contacted to discuss your application in detail.
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Information Technology and Project Management
Industries
Technology, Information and Media
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