Lead - Technical Help/Service Desk
Application Deadline: 13 January 2025
Department: Information Technology
Employment Type: Permanent - Full Time
Location: 10 Earlsfort Terrace, Dublin 2, D02 T380
Reporting To: Head of IT Operations, Infrastructure and Security
Description
Known for a culture of innovation over our 100-year history, Arthur Cox are determined to play a leading role in the adoption of technology to drive value within our own firm, our client’s business, and the wider legal industry. We are actively moving to a modern Microsoft based environment for our Digital Workplace and critical content management applications. Career journey in IT Support. https://youtu.be/G2vP3dDoAv0
Position Overview: We are seeking an experienced Lead to oversee our technical help desk/service desk. The successful candidate will be responsible for managing a team of Tier 1 support agents who provide 24/7 technical assistance to our 800-person law firm. This role requires a strong leader with excellent technical knowledge, problem-solving skills, and the ability to manage and motivate a team.
Key Responsibilities
* Lead and manage a team of Tier 1 support agents, providing guidance, training, and performance evaluations.
* Ensure the help desk operates efficiently and effectively, meeting or exceeding service level agreements (SLAs).
* Act as the primary point of contact for escalated technical issues, providing advanced troubleshooting and resolution.
* Develop and implement help desk policies, procedures, and best practices to improve service delivery.
* Monitor and analyze help desk performance metrics, identifying areas for improvement and implementing solutions.
* Collaborate with other IT teams and departments to ensure seamless support and integration of new technologies.
* Maintain up-to-date knowledge of industry trends and technologies to provide innovative solutions and improvements.
* Foster a positive and collaborative team environment, encouraging professional growth and development.
* Coordinate with other IT teams, service providers and external support teams to resolve complex technical issues.
* Manage the help desk ticketing system, ensuring all tickets are logged, tracked, and resolved in a timely manner.
* Conduct regular team meetings to discuss performance, share updates, and address any concerns.
* Develop and deliver training programs for new hires and ongoing training for existing staff.
* Create and maintain comprehensive documentation for help desk processes, procedures, and troubleshooting guides.
* Assist in the planning and implementation of IT projects, ensuring minimal disruption to daily operations.
* Provide regular reports to senior management on help desk performance, trends, and areas for improvement.
* Ensure compliance with company policies, data protection regulations, and industry standards.
* Manage asset inventory, including procurement, tracking, and disposal of IT equipment.
* Coordinate user setups, including account creation, permissions, and hardware/software installations and plan and execute the rollout of laptops and other IT equipment to employees.
Skills, Knowledge and Expertise
* 6 – 8 years of experience in technical support, with at least 4 years in a supervisory or managerial position.
* Education: Bachelor’s degree in computer science, Information Technology, or a related field, or equivalent work experience.
* Relevant certifications (e.g., ITIL, CompTIA A+) are a plus.
* Ability to attract, retrain, and motivate a high performing team of service desk agents.
* Ability to balance and manage multiple priorities and work effectively under pressure.
* Team player with a track record of working collaboratively, particularly with technology teams.
* A business, employee and client centric approach to IT Service Desk Operations.
* A strong mindset of customer service, excellence and continuous improvement.
* Proactive disposition with a willingness to work hands-on, demonstrating attention to detail and the ability to take ownership of individual and team’s work.
* Excellent critical thinking and problem-solving skills, demonstrating an ability to work under pressure and deliver outcomes on tight deadlines.
* Strong written and verbal communication skills when corresponding with colleagues at all levels of an organisation, particularly with senior stakeholders.
* Flexibility and adaptable to a changing business and technology environment.
* Innate curiosity and willingness to learn about the legal business landscape and evolving technology environment.
Technical Skills:
* Proficiency in troubleshooting IT systems, hardware and software issues and strong knowledge of Microsoft Windows 10 &11 and MacOS.
* Computer hardware and networking systems.
* M365, Microsoft Office, SharePoint, MS Teams, and OneDrive
* Active Directory
* Azure
* MS Intune
Benefits
We reward, encourage and support our talented people to reach their full potential offering excellent progression opportunities along with the following:
* Market leading salary
* Discretionary annual bonus scheme
* 25 days annual leave allowance
* Pension scheme
* TaxSaver and Bike to Work scheme
* Healthcare
* Full gym and wellness programme
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