My client is currently seeking an experienced Manager to lead a small team of Service Desk Technicians on a contract basis in Dublin. The role is accompanied by an excellent daily rate and great location.
IT Support Manager/Team Lead
Responsibilities:
• Manage and lead an IT Support Team of 12 people made up of 6 1st Level Support Agents (local) and 6 remote Deskside Support staff (remote)
• Hold regular 1 to 1’s with team members and huddle sessions within the Service Desk Team as required
• Monitor and manage Incidents in the Service Desk queue ensuring all Incidents & Requests are managed effectively and efficiently by the 1st and 2nd level teams
• Input to Problem Management activities, highlighting repeat Incidents raised Service Desk and identifying initiatives that require highest priority
• Be on the alert for Major Incidents at all times
• Contribute to efforts to create an adequate Knowledge Base in ServiceNow
• Maintain daily Incident analysis reports which feed Service Improvement Activities
What will make you stand out
• 2+ years in a similar role
• 3rd level qualification in relevant field
• Excellent team performance management skills
• Excellent commination skills
This is an Urgent requirement please contact me on 01-6520652 or send your most recent CV to Cillian.mahony@realtime.jobs
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