Service Desk Team Lead

Job Category:
Technical Support - L 1, 2,3
Job Type:
Level of IT Experience:
1-5 Years
Central Dublin
Salary Description:
Job Ref:

itContracting are seeking applications for a Service Desk Team Lead, this is a long term day rate contract located in Dublin 15.

Desired Skill Requirements:

* Staff/technician management

* Engaging with team members for timely completion of tickets, projects, and maintenance checks
* Providing guidance to team members as necessary on any questions or concerns they have
* Maintaining a schedule, load balancing meetings, and verifying coverage on a 24x5 coverage schedule
* Delegate various tasks as needed
* First line Interview prospective new hires

* Vendor management

* Perform regular (weekly) meetings with regional service vendors to discuss open tickets and actions for completion
* Recording financial information related to service/upgrade costs

* Includes some budget management

* Reviewing quotes for accuracy and cost
* Escalating issues to vendor after verifying need and ensuring all possible L1 troubleshooting has been performed

* Project management

* Assigning tasks/projects to technicians capable of completing them with regular updates
* Design/completion of projects for process improvement or as needed by the team

* Customer engagement

* Handling any customer escalations as necessary
* Interacting with room owners when a room has a reported issue and keeping them up to date on progress
* Conducting regular meeting with regional Business Units.

* Work cell with emergency line back-up
* Shift based on a follow the sun model but providing time as necessary. Including any hand offs to next regional shift.
* Time/Issue Prioritization

* Demonstrate initiative in identifying problems and flagging them for resolution based on priority.

Ref: ITC2168

For more information please apply here or contact Paul Evans ( +353 1 2187769 or paul dot evans at itContracting dot ie )

Evros/ itContracting is an equal opportunity employer 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.

Evros / itContracting apply all relevant Data Protection laws when processing your Personal Data.

Contact Details:
Tel: +353 51 339900
Contact: Paul Evans

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