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    IT Service Desk Team Leader - Ireland - Maples Group - Legal Services

    Maples Group - Legal Services
    Maples Group - Legal Services Ireland

    2 weeks ago

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    Description

    OVERVIEW

    The Maples Group is a standard bearer in financial and legal services, trusted by many of the world's largest hedge fund managers, private equity firms and international corporations.

    Our distinction flows from our carefully curated team: 2,500+ professionals characterised by tenacity, ethics and exacting excellence. We hire smart and sharpen smarter, arming talent with best-in-class resources and skills. Operating in key financial centres across the Americas, Asia, Europe and the Middle East, our international presence offers a unique springboard for career development and cross-cultural immersion. Our side-by-side financial and legal services are similarly ripe for interdisciplinary learning and growth.

    The Maples Group looks to add a Dublin based IT Service Desk Team Leader to our team and invites eager and qualified candidates to apply. We are committed to diversity, inclusion and equality of opportunity as we attract, retain and develop world-class talent.

    Who We Seek

    Our merit-based culture suits professionals in pursuit of boundless careers and lives. Beyond their acumen, team members are collaborative and conscientious, bringing a healthy sense of drive and purpose to each interaction and to all aspects of their work.

    About the Role

    The IT Service Desk Team Leader reports to the Dublin IT Manager and will be responsible for leading and managing our IT Service Desk team, ensuring the delivery of high-quality technical support to all employees within the Maples Group. This role requires a combination of technical expertise, leadership skills, and excellent communication to ensure the IT Service Desk operates efficiently, effectively, and in alignment with the group's goals . Primary responsibilities include:

    • Lead and mentor the IT Service Desk team, fostering a positive and collaborative work environment
    • Provide guidance, coaching, and support to team members
    • Conduct regular team meetings to review performance, address challenges, and communicate updates
    • Manage and co-ordinate the processing of incoming calls / tickets to ensure courteous, timely and effective resolution of incidents and requests
    • Act as an escalation point for complex technical problems and provide hands-on support when necessary
    • Collaborate with other IT teams to address systemic issues and contribute to continuous improvement initiatives
    • Ensure European Starters/Movers/Leavers are completed in a timely manner
    • Manage the incident resolution process, ensuring incidents are logged, tracked, and resolved within agreed-upon service levels via ServiceNow
    • Utilize ServiceNow to track and document incidents, changes, and service requests
    • Analyse incident trends to identify and address root causes, preventing recurring issues
    • Identify training opportunities for the IT Service Desk team to enhance technical skills and customer service capabilities
    • Stay abreast of industry trends and technologies, with a focus on ServiceNow updates and enhancements
    • Maintain and update documentation for IT processes, procedures, and solutions
    • Ensure knowledge base articles are accurate and accessible to the IT Service Desk team
    • Possess strong expertise in an ITSM platform (ideally ServiceNow), leveraging its capabilities to enhance IT Service Desk operations
    • Customize and optimize workflows to align with the Maples Group specific needs
    • Provide training to the team on functionalities and best practices
    • Develop and deliver reports and dashboards to the IT Manager both on a monthly and ad hoc basis

    EXPERIENCE

    What You Bring

    In addition to indisputably high ethical standards and autonomy, the ideal candidate possesses the following:

    • Proven experience in a leadership role within an IT Service Desk or similar technical support environment
    • Strong technical proficiency in troubleshooting hardware, software, and network issues
    • Previous experience working with ServiceNow and ITIL certification is highly desirable
    • Excellent communication and interpersonal skills
    • Ability to prioritize and delegate tasks effectively

    BENEFITS & REWARDS

    The most enduring professional relationship s are reciprocal relationships. The Maples Group prioritises employee health and wellbeing . Depending on your location, we offer a range of benefits , including :

    • Comprehensive health coverage (medical, dental and optical)
    • Competitive vacation packages
    • Educational assistance and professional development programmes
    • Savings or pension plan
    • Life insurance
    • Travel insurance
    • Global mental wellness programme
    • Sports clubs and social events

    ABOUT MAPLES GROUP

    Over five decades, the Maples Group has grown from modest beginnings into one of the world's preeminent professional services firms, offering specialised fiduciary, fund administration, regulatory and compliance, entity formation and management and legal services on the laws of the British Virgin Islands, the Cayman Islands, Ireland, Jersey and Luxembourg.

    You can learn more about the Maples Group on our corporate website . Experience our culture and our people on our Careers Page or on LinkedIn .

    Please note that it is Maples standard policy to undertake various background screening checks on all applicants to whom a conditional job offer is made. All job offers are subject to the completion of satisfactory background screening checks. Further details on the background screening checks will be advised to each candidate who receives a conditional job offer from Maples.

    Disclaimer: All personal information collected during the application process will be used for recruitment-related purposes only. Please refer to our Job Applicant Privacy Notice at for details on how we handle personal information relating to job applicants.

    #J-18808-Ljbffr
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