With over 25 years’ experience in offering specialist supply chain solutions to the mobile phone and technology industries. Fónua have developed an industry leading Device Ownership & Supply Chain Optimisation Model. Fónua have long standing direct procurement relationships with all of the key mobile device hardware OEMs.
Our Mission:
To continuously optimise our partner’s distribution requirements through the delivery of innovative products and services. We will fulfil both vendor and customer needs through efficient supply chain, extensive product knowledge and value added solutions delivered profitably by dedicated and professional employees.
Our Vision:
To create value and make a difference
Our Values:
Creativity & Imagination
Passion Energy & Ambition
Hire & Retain the Best
Leadership
Teamwork
Respect
Excellence
Position Title: IT Support Lead
Reports To: IT Infrastructure Manager
Direct Reports: 3 Support Engineers
Location: Hybrid (Head Office, Warehouse, and Remote)
Employment Type: Full-time, Permanent
Role Purpose
The IT Support Lead is responsible for ensuring the smooth, day-to-day operation of the company’s IT helpdesk service. Acting as the Incident Manager, you will lead a team of three Support Engineers, coordinate escalations with internal teams and specialist third-party vendors, and provide direct guidance to support staff.
This is a hands-on role, requiring active involvement in ticket resolution, incident and change management, and close collaboration with all business departments to ensure IT services consistently meet operational needs. You will play a key role in ensuring high service availability, improving support processes, and enhancing the overall end-user IT experience.
Key Responsibilities
· Lead, mentor, and support the day-to-day development of a team of three Support Engineers (L1/L2), fostering a culture of customer service excellence and technical growth.
· Act as Incident Manager, overseeing the lifecycle of incidents in line with ITIL best practices.
· Provide support across end-user computing, infrastructure, cloud services, ERP system, business applications, and B2B integrations.
· Monitor the helpdesk ticketing system to ensure incidents and requests are prioritised and resolved within agreed SLAs.
· Produce, analyse, and present helpdesk performance insights to business stakeholders, driving continuous service improvements.
· Coordinate escalations with internal development teams and specialist third-party vendors.
· Support the planning and implementation of change management processes, ensuring minimal disruption to business operations.
· Promote security awareness and ensure a security-first approach to user access, endpoint protection, and data management in line with company policy and best practices.
· Assist the IT Infrastructure Manager with system upgrades, infrastructure projects, and service improvements.
· Manage the IT asset lifecycle, including procurement, configuration, deployment, and disposal of hardware and software.
· Maintain documentation, including knowledge base articles, standard operating procedures, and user guides.
· Provide occasional out-of-hours support for planned maintenance, upgrades, or project work, as required.
Skills & Experience
· 5+ years in IT support roles, including 2+ years in a leadership or senior position: team lead, technical lead or senior support.
· Proven ability to take ownership of the service desk function, working independently to prioritise, progress, and resolve issues with minimal supervision.
· Broad technical knowledge across end-user computing and business applications, with a foundational understanding of networking and server environments.
· Practical knowledge in writing and executing SQL queries for troubleshooting, data analysis, and reporting within ERP and business databases.
· Experience applying ITIL principles (Incident, Problem, Service Request and Change Management) through a helpdesk ticketing system.
· Experience supporting production environments and high-priority incident resolution.
· Experience in root cause analysis and problem management for recurring incidents.
· Proven ability to lead, coach, and develop team members.
· Excellent communication, interpersonal, and stakeholder management skills.
· Strong organisational skills with the ability to prioritise effectively in a fast-paced environment.
· Experience working with third-party vendors and managing escalations.
· Hold a full Irish driving licence and have own transport.
Desirable Qualifications
· ITIL Foundation certification (or higher).
· Microsoft 365 & Azure certifications.
· Experience with Intune (or similar MDM/MAM tools).
· Experience with Freshservice (or similar ITSM tools).
· Exposure to Infor M3 ERP system.
· Familiarity with monitoring and logging tools.
· Experience building dashboards/reports in Power BI.
· Proactive in leveraging AI and automation.
· Scripting languages: PowerShell, Bash, Python, Bicep, etc.
· Involvement in IT infrastructure or system upgrade projects.
Competencies
· Excellent communication skills, both written and verbal.
· Strong team player with a solid work ethic and commitment.
· Able to thrive in a fast-paced, dynamic environment.
· Self-motivated with a positive, proactive attitude.
· Strong analytical and critical-thinking skills.
Ability to clearly explain technical matters to non-technical audiences.
Company Benefits:
Pension Scheme
Bike to Work Scheme
Gym/Wellbeing Contribution
Employee Purchase Scheme
Phone Repair Discount
Educational Assistance Program
Company Events
Free Parking