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Customer Support Team Lead – Dublin

ICT Services is an IT field services, roll-out and support services group. Our 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.

We are currently seeking a Service Desk Team Lead, to be based in our Dublin office. Working at our HQ, this is an excellent opportunity for a flexible individual who is a self-starter with the ability to be productive under pressure. This is a fast-paced and rapidly changing business environment which requires an individual with an energetic and enthusiastic approach.

The duties of the role include:

  • Answers service calls from customers via phone or email in a professional manner, ensuring details are accurate and calls are logged accordingly.
  • Arrange for the deployment of engineers with accurate information related to the task they are being deployed to.
  • Monitor all calls and deployments to ensure all calls are dealt with in an appropriate time.
  • Monitor stock levels of parts and ensure replacements are sourced.
  • Working in partnership with Clients to achieve results which are mutually beneficial.
  • Actively participating in quality processes
  • Anticipating Client needs and giving a high priority to Client satisfaction
  • Effectively manage a team of customer support agents
  • Handle escalations from team members.
  • Works collaboratively in a team environment.

Essential / Minimum Criteria:

  • Excellent communication skills, fluent in English, approachable and a people person.
  • 1 year + experience in a similar, onsite team lead position
  • Candidates should have a high level of motivation and focus on their daily task.
  • IT experience is an advantage
  • Attention to detail
  • Ability to work under pressure
  • Previous Call Centre/Administrative Experience is desired

 

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