Deskside Support Team Lead

€40k - €50k
Permanent
Kildare
23 Aug 2019
BBBH739869

DeskSide Support Team Lead

DeskSide Support Team Lead

An excellent opportunity for an experienced Desk Side Support Team Lead to join a growing IT team. Based in Maynooth.

As Deskside Support Team Lead, you will manage the Deskside Support Team in their daily duty of providing all users with 2nd Line end user computing hardware and software support. Working closely with the Service Desk, you will ensure service demand is met according to SLA commitments, that service management processes are adhered to and a high degree of customer service is maintained for all support queries.

The role:

  • Coordinate the Deskside Support Team in their daily duties in order to meet service demand and SLA commitments
  • Ensure 2nd Line end user computing support tooling and processes are fit for purpose and effective
  • Foster and encourage a culture of good customer service
  • Maintaining staff rotas
  • Managing leave requests and absences
  • Act as the point of escalation for complaints, owning issues and communicating on progress
  • Liaise with other IT support teams to resolve complex issues
  • Maintain a high degree of customer service for all support queries and adhere to all service management principles
  • Act as a subject matter expert, escalating issues when required
  • Undertake reporting and trend analysis activity
  • Contribute to project related activity
  • Contribute to CSI activity by developing deskside support tooling and processes
  • Contribute to and help maintain deskside support articles in the knowledge management database
  • Support the major incident and problem management processes as required
  • Support disaster recovery activity as required
  • Ensure resources are managed effectively to meet service demand

Experience:

  • Excellent understanding and awareness of technology
  • ITIL Foundation qualified
  • MCSA qualified
  • Previous experience of leading an IT support team based across multiple locations
  • Proven track record of continual service improvement and ticket management
  • Ability to communicate technical information in a clear and understandable manner
  • Customer service focused and goal orientated with keen attention to detail
  • Skilled in second line incident diagnosis and resolution
  • Experienced in managing third party providers to ensure SLA commitments are met

Morgan McKinley is acting as an Employment Agency in relation to this vacancy.

Please note that any references to salary or pay rates in this advertisement and in the salary refinement section are indicative only and should only be used as a guide.

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