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    Service Desk Team Lead

    Onsite - Ballsbridge, Dublin 4Permanent
    Auxilion is a leading provider of IT outsourcing and IT managed service solutions for global IT service providers. As part of the organisation, you will work directly on a client site, working closely with the in-house team to provide the best possible technical service and customer experience that the client requires. As an organisation, we offer all our employees access to an online training platform, career progression and a supportive environment.

    Job Overview: 

    As Service Desk Support Team Lead, you will be expected to provide support to the engineers on your dedicated client account.  The Team Lead will be involved in resolving technical issues as well as getting involved in projects on client accounts as required. The Team Lead should display excellent leadership skills and a proven track record of dealing and managing multiple stakeholders, excellent people management skills.  

    Role Responsibilities: 

    • KPI Reporting daily/weekly/monthly, trends analysis.
    • Knowledge transfer
    • Proven track record in drafting and implementing process documentation
    • Completing performance reviews
    • Providing feedback to all team members
    • Performance management
    • SLA awareness
    • Team huddles and micro-education
    • Scheduling allocated resources
    • 1st level escalations
    • Team development.
    • Dealing with complaints
    • Interacting with the Service Delivery Manager
    • Attending client meetings
    • Managing team morale and efficiency
    • Tracking and planning of vacation and attendance
    • Full-time client site
    • Other ad hoc duties.

    Technical Competencies: 

    • 2-5 years’ experience in a similar leadership role is desirable.  
    • Strong written and verbal communication skills  
    • Experience of working with Microsoft Server, Windows 10 / 11 and applications. 
    • Office 365
    • Exchange
    • Citrix 
    • Experience of working in a busy Service Desk or Contact Centre Environment.  
    • Analytical problem-solving and root cause analysis skills.  
    • Ability to cope with the pressures of peak workloads and short deadlines.

     



     

    Business Competencies:

    • Accountability
    • Decisiveness
    • Delegation
    • Initiative
    • Teamwork
    "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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