IT Helpdesk Lead

Lex Consultancy Recruitment; Dublin; Hybrid; EUR 55,000 - 75,000; Full time

Benefits offered by this job

23 days Annual Leave

Health Insurance

Pension

Income Protection Insurance

Life Assurance

onsite gym

Job summary

Lex Consultancy Recruitment is assisting an international professional services organisation with Dublin 2 offices to hire an IT Helpdesk Lead who will oversee a team of ten Service Desk Analysts supporting 800+ users.

This permanent role is hybrid; the successful candidate will start on-site for training and then work three days on-site with two days remote, with an excellent benefits package including 23 days annual leave, health insurance and pension.

Qualifications

• 3–4 years IT Service Desk experience, including senior or Team Lead responsibilities.
• Strong troubleshooting skills across Windows and Microsoft 365 environments.
• Exposure to Microsoft Azure environment beneficial.
• Experience with ticketing systems, MDM and AV support.
• Reporting experience using PowerBI and the Microsoft Suite.
• Understanding of ITIL and service management principles.
• Excellent communication, leadership and customer service skills.

Responsibilities

• Lead, coach and support a team Service Desk Analysts and act as primary escalation point
• Oversee daily Service Desk operations, ensuring tickets are logged, prioritised and resolved within SLA
• Monitor ticket queues, backlog and workload distribution;
• Full shift schedule management ensuring minimum level of service desk cover is sufficient and in line with hybrid working policy of three days on site and two days working remote;
• Provide advanced technical support and manage escalations;
• Own and improve Service Desk processes including onboarding, asset management and ticket lifecycle;
• Ensure joiner and leaver processes are completed accurately and on time;
• Support ongoing training, knowledge sharing and documentation across the team;
• Lead by example for customer service skills and customer interaction; and
• Be part of an IT On Call rota for support to end users during out of hours and weekends.

Skills

IT Service Desk

Leadership

Team Lead

Windows

Microsoft 365

Azure (optional)

Ticketing systems

PowerBI

ITIL

Customer service

Tools

MDM tools

AV support

Job description

An International Professional Services Organisation with offices in Dublin 2 are seeking to hire an experienced IT Helpdesk Lead to oversee a team of ten Service Desk Analysts in supporting their 800+ users with IT Support and Infrastructure maintenance.

This is a permanent role with excellent benefits and progression opportunities.

• Hybrid role; The successful candidate will be required to work on site initially for training and then move to a hybrid working model of 3 days on site per week.
• Excellent benefits package which includes: 23 days Annual Leave, Health Insurance and Pension, Income Protection Insurance and Life Assurance, onsite gym etc.

Responsibilities:

• Lead, coach and support a team Service Desk Analysts and act as primary escalation point
• Oversee daily Service Desk operations, ensuring tickets are logged, prioritised and resolved within SLA
• Monitor ticket queues, backlog and workload distribution;
• Full shift schedule management ensuring minimum level of service desk cover is sufficient and in line with hybrid working policy of three days on site and two days working remote;
• Provide advanced technical support and manage escalations;
• Own and improve Service Desk processes including onboarding, asset management and ticket lifecycle;
• Ensure joiner and leaver processes are completed accurately and on time;
• Support ongoing training, knowledge sharing and documentation across the team;
• Lead by example for customer service skills and customer interaction; and
• Be part of an IT On Call rota for support to end users during out of hours and weekends.

Experience & Background:

• Minimum 3-4 years IT Service Desk experience, including senior or Team Lead responsibilities;
• Strong troubleshooting skills across Windows and Microsoft 365 environments;
• Exposure to Microsoft Azure environment beneficial;
• Experience with ticketing systems, MDM tools and AV support;
• Reporting experience using PowerBI and the Microsoft Suite;
• Understanding of ITIL and service management principles; and
• Excellent communication, leadership and customer service skills.