Team Leader - PFH Syndicated Help Desk
Permanent Role with PFH Technology Group
Hybrid Work
This role is for Team Leader, managing the PFH Syndicated Help Desk
Your will be responsible for managing the IT Service Desk and Deskside Support concerns and issues of our clients.
You will serve our clients through the development and implementation of best in class methods and procedures. You will also be asked to make suggestions for system and process improvement using your knowledge of daily and ground operations.
Job Responsibilities
·Conduct staff performance reviews, assess needs and other operational strategy assessments.
·Establish a high standard for productivity, quality, customer service as well as define user guidelines.
·Manage and improve overall service performance through monitoring, problem resolution, system audits and quality assurance measures.
·Directly support the recruitment process by interviewing potential hires and outlining clear job expectations.
·Summarize, collect and analyse trends and data for regular performance reports.
·Oversee system maintenance and upgrade implementation.
·Maintain consistent professional improvement through company provided workshops and active participation in team projects.
·Work closely with PFH Service Delivery Manager to ensure all KPI's and SLA's are met with client
·Manage cases with third party vendors to ensure SLA's are met
·Provide cover for Service Delivery manager when required
·Single point of contact of technical queries from Level 2 and Desktop Support groups
Candidate Profile
·Prior managerial experience
·Experience or qualification in IT preferred
·Motivated self-starter
·Excellent verbal communication skills
·Experience with Manage Engine products
This is a permanent position.

Founded in 1985, PFH is Ireland's leading, indigenous Information & Communications Technology (ICT) Solutions Provider, supplying ICT based business solutions to our wide range of clients. We are also the largest, independent provider of infrastructure services and the most experienced end-to-end provider of voice, data and IT services.
Our client base, of almost 1,500 organizations is served from our offices in Dublin, Cork and Galway. We employ over 700 people.

If you're interested in joining a fantastic, agile team on this amazing journey we'd love to hear from you!

Email me jobs like this