Overview

eir business talent are seeking applications for a Service Desk Team Lead, this is a permanent position located in Letterkenny, Co. Donegal.
 
Your Responsibilities:

  • Lead and Support the Team – Guide a team of helpdesk associates, ensuring smooth day-to-day operations and a positive work environment. Providing regular 1:1’s, creating a collaborative and secure work environment. People management activities, including performance reviews & motivating the team.
  • Service Delivery Oversight –Monitor ticket queues, prioritize tasks, and ensure SLAs are consistently met.
  • Quality Assurance – Review incident documentation and ensure adherence to processes and compliance standards. Ensure quality assurance and guides are maintained and delivered in service.
  • Shift Planning and Coverage – Organize fair rotation for evening, night, and weekend shifts, maintaining balanced workloads.
  • Performance Management – Track KPIs, prepare reports, and implement improvements to enhance service quality.
  • Customer Experience Focus – Ensure professional, empathetic communication and high satisfaction across all interactions. Monitoring and management of CSAT Survey’s.
  • Knowledge Base Management – Oversee updates to documentation and encourage team contributions for recurring issues. Driving creation of new knowledge creation, process documentation and adoption rates.
  • Mentorship and Development –Coach team members, provide feedback, and support their growth through training and knowledge-sharing.
  • Continuous Improvement –Identify opportunities for process optimization and automation to improve efficiency.

Essential Skills/Knowledge/Experience:

  • Leadership & People Management– Ability to guide, motivate, and develop a team while fostering collaboration.
  • Service Delivery Oversight– Experience managing Service Level Agreements. Meeting or exceeding SLA’s and managing KPI’s.
  • Technical Knowledge – Solid understanding of IT support fundamentals (hardware, software, networking basics).
  • Incident & Escalation Management – Strong understanding of Incident Management Service Desk operations, frameworks and methodologies.
  • Communication & Interpersonal Skills –Clear, empathetic communication with both team members and customers.
  • Performance Monitoring – Ability to track KPIs, analyse trends, and implement improvements.
  • Shift & Resource Planning – Experience organizing schedules for 24/7 operations, including rotations.
  • Process & Quality Management – Familiarity with ITIL practices and continuous improvement methodologies.
  • Decision-Making Under Pressure – Capability to resolve issues quickly and effectively in high-demand situations.

 
Ref: EBT8037

Candidates must be eligible to work full time and long term in the location specified or currently hold a valid appropriate long term work Visa to apply.
  
eir business talent, eir business and our clients are equal opportunity employers who seeks to recruit and appoint the best available person for a job regardless of marital / civil partnership status, sex (including pregnancy), age, religion, belief, race, nationality and ethnic or national origin, colour, sexual orientation or disability. eir business talent, eir business and our clients apply all relevant Data Protection laws when processing your Personal Data.
  
If you choose to apply to this opportunity and share your CV or other personal information with eir business talent, eir business and our clients, these details will be held by us in accordance with our privacy policy used by our recruitment team to contact you regarding this or other relevant opportunities at eir business talent and eir business.