Job Description:Our client, an SME based in South Dublin, is seeking a Helpdesk Supervisor to lead a small team of support engineers, ensuring the effective handling of IT incidents and service requests in a fast-paced environment.Job ResponsibilitiesSupervise a team of 2–3 Helpdesk Engineers, providing guidance and escalation support.Oversee the daily operations of the IT helpdesk, ensuring tickets are responded to and resolved within agreed timeframes.Manage ticketing system workflows, ensuring all incidents and requests are tracked accurately.Act as a key escalation point for technical issues and complex support cases.Ensure adherence to incident response protocols and service delivery standards.Monitor team performance and support professional development.Contribute to improving helpdesk processes and documentation.Collaborate with wider IT teams to ensure seamless service delivery.Experience RequiredMinimum 4 years of IT support experience with at least 1 year in a supervisory or lead role.Strong experience in managing helpdesk ticketing systems and incident response.Proven ability to lead and develop small teams in a support environment.Excellent problem-solving and communication skills.Desirable SkillsFamiliarity with ITIL or similar service management frameworks.Hands-on experience with remote desktop tools and Active Directory.Exposure to on-prem and cloud-based IT environments.Experience with metrics tracking and reporting for helpdesk operations.Educational RequirementsThird-level degree in Information Technology, Computer Science, or a related discipline.Working Hours & BenefitsMonday to Friday schedule with standard business hours.Hybrid working options available.Competitive salary and benefits package.HOW TO APPLY:If you are interested in this role, please apply for this role with your updated CV