Desktop Support Engineer – Cork, Ringaskiddy
November 24, 2020

HelpDesk Support Team Lead

ICT Services is an Irish owned independent IT solutions provider operating primarily in commercial, financial and state organizations. We are currently recruiting for a Helpdesk Support Team Leader to work onsite with one of our customers in Dublin. The successful candidate is expected to start around March 2021.

Responsibilities:

  • Lead the Help Desk Engineers team and report directly to Help Desk Manager
  • Contribute to, and participate in, ICT planning and development. You will report to the Helpdesk Manager in the ICT Unit and will be expected to provide monthly, six-monthly and annual reports to ICT management.
  • Provide direction and guidance to a team of technical engineers responsible for helpdesk support
  • Planning and scheduling for necessary improvements, upgrades and fault prevention.
  • Optimizing team performance to ensure that members are meeting and exceeding expectations in regard to performance, meeting defined metrics and ensuring compliance with standards and processes.
  • Make sure team KPIs are being met
  • Assign tickets base on availability
  • Deal with customer escalations appropriately
  • Be hands-on technically to help team members when required

Requirements:

  • 2 years’ of experience in a Team Lead role
  • People management experience including but not limited to planning and scheduling for necessary improvements, upgrades and fault prevention.
  • Track record of strong technical support
  • Great communication skills

 

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