Information Technology Help Desk Supervisor - Location Dublin 18 - Hybrid Work model
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 Responsibilities
* Supervise 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 Required
* Minimum 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 Skills
* Familiarity 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 Requirements
* Third-level degree in Information Technology, Computer Science, or a related discipline.
Working Hours & Benefits
* Monday 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