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- Leading and mentoring the IT Service Desk team
- Providing guidance, coaching, and support
- Managing incoming calls/tickets for timely resolution
- Acting as an escalation point for complex technical issues
- Collaborating with other IT teams for continuous improvement
- Ensuring timely completion of European Starters/Movers/Leavers
- Utilizing ServiceNow for incident tracking and resolution
- Analyzing incident trends and identifying root causes
- Identifying training opportunities for team enhancement
- Maintaining and updating IT documentation and knowledge base
- Providing expertise in an ITSM platform, preferably ServiceNow
- Developing and delivering reports to the IT Manager
- Proven leadership experience in an IT Service Desk or similar environment
- Strong technical proficiency in troubleshooting hardware, software, and network issues
- Previous experience with ServiceNow and ITIL certification preferred
- Excellent communication and interpersonal skills
- Ability to prioritize and delegate tasks effectively
- Comprehensive health coverage
- Competitive vacation packages
- Educational assistance and professional development programs
- Savings or pension plan
- Life and travel insurance
- Global mental wellness program
- Sports clubs and social events
IT Service Desk Team Leader - Dublin, Ireland - Lex Consultancy
Description
My client are a distinguished leader in financial and legal services who are seeking a dynamic IT Service Desk Team Leader to join the Dublin-based team.
Leading a team of 4 and based centrally in Dublin 2, close to St Stephens Green with hybrid working (initially full time on site for training).
Reporting to the Dublin IT Manager, the IT Service Desk Team Leader will oversee the delivery of high-quality technical support to our employees.
Key responsibilities include:
Experience Required:
Benefits & Rewards: