Service Desk Lead

Applegreen; Dublin; On-site; EUR 65,000 - 90,000; Full time

Job summary

Applegreen is seeking a Service Desk Lead to join the IT Operations team in Ireland. You will lead day-to-day service desk operations, manage incidents and requests, coach technicians, and coordinate with vendors to maintain SLA targets.

The successful candidate will bring strong technical knowledge and exceptional communication, able to prioritise under pressure in a fast-paced retail IT environment. This is a hands-on role with growth opportunities within Applegreen.

Qualifications

• Experience leading or mentoring an IT service team.
• Strong understanding of end-user computing, Microsoft 365 and Windows devices.
• Experience with retail IT operations and technology dependencies.
• Experience coordinating with third-party vendors and MSPs.
• Familiarity with ITSM/ticket tools (Freshservice, ServiceNow).
• Excellent communication and ability to explain technical issues clearly.
• Relevant IT qualification or equivalent experience.

Responsibilities

• Lead the day-to-day operation of the IT Service Desk, ensuring incidents, requests and escalations are managed within agreed service levels.
• Manage, coach and develop Service Desk Technicians, building technical capability and customer focus.
• Act as an escalation point for complex, high-priority and major incidents, coordinating internal teams and vendors to resolution.
• Monitor queue performance, SLA adherence and aged tickets, taking proactive action.
• Produce high-level service reporting on team performance and improvements.
• Support resource planning, workload distribution and prioritisation of urgent needs.
• Develop service desk processes, knowledge articles and reporting with the Service Delivery Manager.
• Build relationships with key users and IT colleagues to ensure requirements are understood.

Skills

IT Service Desk

Team Leadership

End-user computing

Microsoft 365

Windows devices

Vendor coordination

ITSM tools

Communication

Prioritisation

Tools

Freshservice

ServiceNow

Job description

Role Introduction

Established in 1992, Applegreen is a leading convenience roadside retailer in the Republic of Ireland, the UK and the US in both large-scale Motorway Service Areas and Travel Plazas, as well as smaller petrol stations. The business has grown to over €4BN in annual revenue, operating 600 Motorway Service Plazas and forecourt sites internationally and employing over 17,000 people.

Role Introduction

Established in 1992, Applegreen is a leading convenience roadside retailer in the Republic of Ireland, the UK and the US in both large-scale Motorway Service Areas and Travel Plazas, as well as smaller petrol stations. The business has grown to over €4BN in annual revenue, operating 600 Motorway Service Plazas and forecourt sites internationally and employing over 17,000 people.

Applegreen is in a rapid growth phase and to support this ambitious growth, we are seeking to onboard a Service Desk Lead to join our team. This role will form part of the IT Operations team and reports to the Service Delivery Manager. The successful candidate will be a confident people person who can fit into Applegreenseamlessly and adopt a hands-on approach to their role.

Key Responsibilities

• Lead the day-to-day operation of the IT Service Desk, ensuring incidents, requests and escalations are managed within agreed service levels.
• Manage, coach and develop Service Desk Technicians, building technical capability, customer focus and consistent ways of working.
• Act as an escalation point for complex, high-priority and major incidents, coordinating internal teams, third-party partners and stakeholders through to resolution.
• Monitor queue performance, ticket quality, SLA adherence and aged tickets, taking proactive action to maintain service standards.
• Produce high-level service reporting on team performance, service trends, SLA performance and improvement areas.
• Support resource planning, workload distribution, cover arrangements and prioritisation of urgent business needs.
• Develop service desk processes, knowledge articles, reporting, service improvements and operational standards with the Service Delivery Manager.
• Build strong working relationships with key business users and IT colleagues to ensure support requirements are understood, prioritised and communicated clearly.
• Work with third-party vendors and service partners to support supplier performance, escalations and SLA management.
• Contribute to incident reviews, problem management and continuous improvement, identifying recurring issues and opportunities to improve the user experience.

The Candidate should have the following:

Qualifications, Experience & Skills

• Previous experience in an IT Service Desk, Desktop Support or IT Operations environment, with experience leading or mentoring a team.
• Strong technical understanding of end-user computing, Microsoft 365, Windows devices, mobile devices, networking fundamentals and common retail / site technology support processes.
• Strong understanding of retail environments, with a genuine interest in complex retail IT operations and the technology dependencies that support trading, customer service and operational continuity.
• Experience working with third-party vendors and managed service providers, including coordinating escalations, tracking service commitments and supporting multiple SLA streams.
• Experience working with and managing ITSM or ticket management tools (Freshservice, ServiceNow etc.), with a strong understanding of incident, request, escalation and knowledge management practices.
• Excellent communication skills, with the ability to explain technical issues clearly to both technical and non-technical audiences.
• Ability to prioritise competing demands, manage escalations calmly and maintain service quality in a fast-paced operational environment.
• A relevant third-level qualification in IT, Computer Science or a related discipline, or equivalent experience.

Additional key skills & attributes:

• A dynamic individual who adapts well to change and can thrive in a rapidly growing organisation that continues to evolve.
• Proven track record of delivering to tight deadlines.
• A highly organised individual with ability to plan and prioritise workloads effectively for maximum impact and adapt around changing priorities as required.
• Ability to execute directly at high quality and pace.
• Excellent drive, enthusiasm and commitment and a keen interest in developing a career in Applegreen.
• A ‘can do’ attitude and a positive solution focused mindset.
• Has strong commercial acumen and a focus on delivering value to the business.
• Exceptional interpersonal skills, and ability to engage and develop relationships with individuals at all levels of the organisation.
• Be a self-starter, and also be able to work collaboratively as a member of a highly interdependent team across many parts of Applegreen.
• Is resilient, calm under pressure and comfortable dealing with ambiguity.
• Has sound judgement and objective logical decision-making skills.
• Has strong leadership potential and management skills, who will be a role model for the people and culture at Applegreen.
• Willing to travel ad hoc if required in addition to supporting out of hours as required.

Illustrative Application & Screening Process (subject to change):

• Application Process:
• Please submit an up to date tailored CV (max 2 pages).
• Interview & Selection Process:
• Two interview rounds will be required for this role.