Overview
Join to apply for the Service Desk Lead role at Quinn Downes Group
Quinn Downes Service & Maintenance (QDSM) is one of Ireland’s leading companies specialising in the provision of complete Hard Services Maintenance & Facility Supports. Operating under the Quinn Downes Group (established in 1999), we are dedicated to delivering quality service and customer support across a wide range of industries.
Role Overview
The Service Desk Lead will oversee the day-to-day operations of the Service Desk, providing leadership, support, and guidance to the administration team. Reporting to the Operations Manager, the successful candidate will ensure timely processing of all service-related activities, accurate reporting, and effective communication between engineers, subcontractors, clients, and our internal team.
Key Responsibilities
* Lead, support, and mentor the Service Desk team.
* Allocate and oversee daily workloads, ensuring tasks are completed accurately and on time.
* Act as the primary escalation point for complex queries or issues from administrators, engineers, subcontractors, and clients.
* Ensure compliance and accuracy across all Service Desk processes, including work report editing, job costing, PO management, invoicing readiness, and system updates.
* Manage and monitor performance metrics, identifying opportunities for efficiency and service improvements.
* Approve works so they are ready for invoicing.
* Ensure consistent communication and strong working relationships between the service desk, engineers, subcontractors, and clients.
* Support scheduling, purchasing, and reporting activities as needed.
* Monitor team performance, identify areas for improvement, and liaise with senior management on progress and challenges.
Desired Skills & Experience
* Proven experience in a Service Desk, Administration, or Facilities Management support role.
* Leadership or supervisory experience desirable, ideally in a busy service environment.
* A third-level qualification in business, management, facilities management, or a related field is desirable, though relevant experience will also be highly considered.
* Strong organisational and people-management skills.
* Excellent communication and interpersonal skills with the ability to liaise effectively across all levels.
* Strong PC skills including MS Outlook, MS Word, Excel & PDF converting.
* Strong attention to detail with the ability to work under deadline pressure.
* Flexible, adaptable, and solutions-oriented approach.
What We Offer
* Competitive salary and performance-based bonus.
* Flexitime to support work-life balance.
* A leadership role in a growing company, with opportunities to shape and develop the Service Desk function.
* A collaborative, supportive, and inclusive work environment.
* Discounted gym membership & wellness support through our Employee Assistance Programme.
* Regular team outings and a friendly, inclusive culture.
* Free onsite parking.
Seniority level
* Not Applicable
Employment type
* Full-time
Job function
* Administrative and Management
#J-18808-Ljbffr