As a Service Desk Team Leader, you’ll guide a collaborative team to deliver exceptional technical support for global clients. Your leadership ensures smooth operations, timely resolutions, and a positive user experience across critical business environments.
You’ll have the opportunity to:
Lead and mentor a skilled team, fostering growth and knowledge-sharing while maintaining service excellence.
Work with global customers from Letterkenny Delivery Centre.
Drive operational improvements and contribute to digital transformation initiatives using cutting‑edge tools and platforms.
Collaborate with senior technical teams, gaining exposure to advanced troubleshooting and enterprise‑level solutions.
You’ll be part of a strong team structure with rotational afternoon, evening and occasional Saturday shifts, ensuring balanced coverage for global operations.
Your Responsibilities:
Lead and Support the Team
Service Delivery Oversight
Quality Assurance
Shift Planning and Coverage
Performance Management
Customer Experience Focus
Knowledge Base Management
Mentorship and Development
Your Profile:
Leadership & People Management
Service Delivery Oversight
Technical Knowledge
Communication & Interpersonal Skills
Performance Monitoring
Shift & Resource Planning
Process & Quality Management
Decision-Making Under Pressure
Strong experience in a similar role.
Previous ITSM / Incident management or Service desk experience managing cases and troubleshooting incidents.
ITSM Certification such as ITILv3 or ITILv4.
Bachelor’s Degree level in education.
Strong knowledge in capacity management, resource planning, reporting & analytics.
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