Deskside Support – Team Lead – Dublin 18

ICT Services is an IT field services, roll-out and support services group.
Their 100-strong team provides an all-Ireland service from nine offices and parts hubs and are partnered with the largest and most innovative developers and IT manufacturers in the world. The groups HQ is based in Dublin, with a subsidiary in Northern Ireland.

ICT Services deliver best in class IT solutions to customers, including the biggest names in the business all over Ireland. Supported by a network of engineers, an expert back office team and a meticulous attention to detail, the result is a first-class service, a rapid response to requests and round the clock dependability. This is a cutting edge organisation and an ideal place for innovative and energetic people who want to progress in their careers. You will have the opportunity to develop your career from both a technical and commercial perspective while working in a dynamic team environment.

This role has come about from the expansion of one of our teams based permanently on a customer site based in South County Dublin. The role will involve leading a team of 6 existing deskside engineers and liaising closely with customers onsite IT Management.

The team leader will take responsibility for a 6 person team of Support Engineers, whilst remaining very hands-on supporting internal end-users (hardware, networks, infrastructure etc.). Furthermore, you will mentor, train and support your team ensuring SLAs & KPIs are met, learning gaps are identified & technology continues to perform to business needs.

  • Previous Team Leader responsibilities within a busy helpdesk / service desk environment
  • Ability to mentor, train and develop technical staff ensuring SLAs are achieved
  • Support: Hardware, Networking, Infrastructure, Telephony & software
  • Manage Desktop Devices (hardware, software and connectivity) incidents through to resolution
  • Support, Manage, Optimize and Maintain the configuration and installation of the Desktop, to include, but not limited to, patch updates, hardware replacements, with spares provided by vendor.
  • Good experience with Service management tools – ex – Remedy

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