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IT Service Desk Team Lead

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IT Service Desk Team Lead

North Dock, Dublin 1/On-sitePermanent/FTC
Auxilion is a leading provider of IT outsourcing and IT managed service solutions for global IT service providers. The IT Service Desk Team Lead will be responsible for the management of the IT Service Desk to support users across a important client. They will ensure the team has the right skills, tools and processes and continually looks for ways to improve the services provided. They will line manage the IT Service Desk agents. support to our enterprise customers.

Role Overview

The Team Lead will be an active member of the Auxilion support team, you will be expected to provide support to the engineers on your dedicated client account and function as the point of contact to the client for day to day support queries.

The Team Lead should display leadership skills and a proven track record of dealing with deskside support.

 

Responsibilities:

  • Ensures the IT Service Desk team provides a high standard of customer service in line with performance targets defined for the IT Service Desk teams in Appendix 6.
  • Manages a central point of reporting for all incidents
  • Acts as deputy incident support manager for the IT Service Desk Manager role ensuring that normal service operation is restored as quickly as possible minimising disruption to the Business Works with IT Service Desk Manager, service management, System Support, Technical Services, vendors and other IMTD entities to channel incidents and to follow up on resolution
  • Ensures that all processes and activities are carried out in line with best practice frameworks such ITIL Service Desk and COBIT
  • Assists with resource scheduling to ensure the IT Service Desk team provides coverage at all times within the agreed service levels
  • Assists with ensuring the team identifies and resolves incidents from all areas of the business within agreed parameters, ensuring 1st line resolution is achieved wherever possible without referral to further support teams
  • End to end ownership of incidents and Service Requests, ensuring accurate and timely updates are maintained in the Ticket management system and regular updates are provided to the customers
  • Escalates high priority incidents or requests to both internal and external teams, in line with agreed processes
  • Consults with 2nd/3rd line technical teams to resolve incidents that are beyond the technical scope of the IT Service Desk or End User Support Teams
  • Maintains an effective working knowledge of incident resolution and request fulfilment across all areas of the IT Service Desk, in order to maximise customer service and ticket resolution
  • Determines opportunities for enhancements to known solutions within the IT ticket management knowledgebase
  • Identifies recurring support problems and proposes remedial actions on a quarterly basis I
  • Evaluates customer feedback as required, in order to respond where service has not met expectations and drive improvement actions
  • Contributes to service improvement projects across the IT Service Desk & End User Support team as required
  • Basic administration experience of Active Directory
  • Provides support to ensure the effective running of the operation during out of hours periods as required
  • Provides monthly and periodic key performance reporting data for the IT Service Desk as requested
  • Ensures there is a daily close out of all the issues raised
  • Support daily operations calls and weekly change management meeting when needed

 

Knowledge / Experience / Qualification & Relevant Skills:

 

 

  • Fluency in English

Minimum three (3) years’ experience of the following:

  • Customer Service Skills
  • Stakeholder Management & Communication Skills
  • Familiarity and experience with Contact Centre Systems (Telephony)
  • Familiarity and experience with Case Management Systems
  • Microsoft Office & Windows 10 experience
  • Implementing Service Improvements
  • Running a client on-site managed services team

Additional relevant skills and experience:

  • Competency in writing support documentation & reports
  • Coaching and cross training skills
  • Competency in process management and adherence
  • Demonstrated experience in initiating and/or implementing improvement initiatives that have resulted in process efficiencies or service
"Auxilion is committed to building a diverse, skilled and talented team. We want our team to be proud to work for Auxilion and enable them to do great work. If this sounds like the type of place you would like to work, please make sure you apply using the form below. We're looking forward to hearing from you."
Niamh, Rhona and Louise
Auxilion People & Talent team
Auxilion Careers

Apply now

If you are interested in this position, please use the form below to submit your application.

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