IT Support Lead - Helpdesk Leader & Security Champion

Coffey; Galway; Hybrid; EUR 65,000 - 90,000; Full time

Job summary

The IT Support Lead at Coffey Group oversees the day-to-day IT helpdesk across Ireland and the UK, blending hands-on technical support with leadership of the service team. You will drive service quality, manage ticket priorities, and mentor junior staff while collaborating with the IT Manager to maintain reliable systems.

You will lead strategic improvements to processes, documentation, and user experience, ensuring security and compliance with ISO 27001 initiatives and safeguarding data across

Qualifications

• 3+ years' experience in IT support, service desk, or infrastructure.
• Strong knowledge of Microsoft 365, Active Directory, Entra ID, Exchange Online.
• Experience with network infrastructure and security platforms.
• Excellent communication and customer service skills.
• Full clean Irish/EU driving licence.

Responsibilities

• Take overall responsibility for the operation and performance of the IT helpdesk function.
• Act as the primary escalation point for complex technical incidents and service requests.
• Monitor ticket queues and workloads to ensure service levels and response times are achieved.
• Manage ticket prioritisation, escalation, and resolution processes.
• Identify trends, recurring issues, and opportunities for service improvement.
• Produce support metrics and reports for management review.
• Mentor, support, and develop Graduate IT Technicians and future helpdesk team members.
• Provide advanced troubleshooting and support for desktops, laptops, mobile devices, printers, and peripherals.
• Configure and maintain Microsoft 365, Active Directory, Entra ID, Exchange Online, and related cloud services.
• Manage onboarding, offboarding, and access management processes.
• Support Microsoft Defender, Intune, and other security platforms.
• Coordinate patch management and endpoint compliance activities.
• Own and maintain helpdesk processes, procedures, and knowledge base documentation.
• Drive continual improvement initiatives to enhance support efficiency and user experience.
• Maintain accurate asset records and inventory management processes.
• Support site offices and end users across Ireland and the UK.
• Liaise with vendors and service providers.

Skills

Microsoft 365

Active Directory

Windows OS

Customer service

Communication skills

Tools

PowerShell

Intune

Defender

Entra ID

Azure

Job description

The IT Support Lead at Coffey Group oversees the day-to-day IT helpdesk across Ireland and the UK, blending hands-on technical support with leadership of the service team. You will drive service quality, manage ticket priorities, and mentor junior staff while collaborating with the IT Manager to maintain reliable systems.

You will lead strategic improvements to processes, documentation, and user experience, ensuring security and compliance with ISO 27001 initiatives and safeguarding data across