IT Helpdesk Supervisor ICT Dublin 2

Job title:

IT Helpdesk Supervisor ICT Dublin 2

Company

Lex Consultancy

Job description

My client is a leading Irish law firm based in Grand Canal area are seeking to hire an experienced IT Helpdesk Supervisor to lead a team of approx. 10 Helpdesk Analysts and support a wide range of users within the firm.This is a permanent contract with hybrid working (approx. 3 days per week on site)Key Responsibilities

• Lead and mentor a 10-person IT Helpdesk team.
• Manage and resolve incoming support requests promptly.
• Handle escalations and liaise with 3rd level support.
• Coordinate with suppliers to maintain current systems.
• Analyse incident trends and identify root causes.
• Collaborate with other departments for service improvement.
• Ensure timely processes for new and departing employees.
• Report Helpdesk activities to the IT Manager.
• Identify opportunities for service innovation.
• Maintain and update IT documentation and knowledge base.
• Develop new processes and procedures to enhance IT service delivery.
• Provide guidance, training, and technical assistance to company staff.

Key skills and Requirements

• Strong customer service skills
• 2+ years of previous leadership experience on a busy IT Helpdesk
• Experience providing training (on-boarding, ad-hoc, tailored)
• Technical proficiency in troubleshooting hardware, software, and network issues
• Strong leadership skills and self-sufficiency in working independently
• Effective communication and interpersonal skills, confident, ability to adjust to the needs of customers
• Familiarity with ITIL and PRINCE2 practices
• Excellent time management and delegation skills

Benefits

• Opportunities for career progression
• Supportive environment for skills and career development
• Collaborative and inclusive culture
• Flexible working arrangements
• Health and wellness programmes
• Social events and team building activities

If you meet the requirements, please send your CV to Ellen via the enclosed link.

Expected salary

Location

Southside Dublin

Job date

Fri, 05 Jul 2024 23:37:43 GMT

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