Service Desk Team Lead

Job Overview

New permanent role for a Customer Support Team Lead / IT Service Desk Team lead with our client in Dublin South / Dublin South West.

Excellent opportunity to join a reputable and growing organisation in Dublin 24 for a candidate who has a minimum of 2 years experience in a call centre or service desk team lead role. Proven experience of leading, managing and motivating a team, including managing performance is essential coupled with experience of problem solving and working with computerised systems.

  • Assisting the Customer Support Manager in the day to day management, monitoring, development and improvement of the Service Desk Support Team, ensuring day to day operations are running effectively.
  • Organisation of the staff schedule, ensuring that the Service Desk is operating without issue with the most efficient allocation of resources.
  • Supervise training, development and appraisal of staff for performance.
  • Managing the logging of tickets in the call management system and ensuring all incidents and tasks are logged.
  • Ensure all tickets are categorised, prioritised, escalated and resolved in an efficient manner.
  • Ensure the user relationships are well managed and timely communications are sent regarding their ticket.
  • Weekly and monthly reporting.
  • The creation and management of individual and team targets, identifying areas for improvement.
  • Identify and escalate system improvements.

The successful candidate :

  • At least 2 years' experience in Service desk or Call centre team lead role.
  • Excellent communication skills.
  • Focused on and driven to provide the highest quality of customer service.
  • A team player who has the ability to motivate others, making it fun while getting the job done.
  • Adaptable and flexible in approach to work.
  • Development of the team
  • Problem solving skills
  • Ability to prioritise work tasks
  • Ability to remain calm under pressure

Apply for immediate consideration. Salary €32 - €36k. Permanent.

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