Our clients are predominantly business owners who are focused on ensuring their day to day operations perform as they should, I.T, networks, systems and cybersecurity are generally not something they have time to consider and that is where we step in.
We manage all of the I.T.
requirements so that people don't have to worry about whether their data and systems are protected.Nostra is exponentially growing and we are expanding our service team!
Nostra has offices in Cork, Galway and Dublin.The Role: IT Team LeadLocation: Tuam Co.GalwayResponsibilitiesLead and Manage a team of 4 IT Support Analysts located onsite.Take full responsibility for Service Delivery to our client based in Tuam.Ensure Team have clear and measured KPI's in line with customer SLA and company targets.Ensuring delivery of service profitability in line with Service Level Agreements to ensure this customer receives service within agreed timelines.Identify and address any potential service issues in a timely, proactive manner.Deliver reporting internally and externally in line with date specific reporting requirements in partnership with Nostra Account Manager.Partner with our Account manager to ensure that this client is receiving next level service.Work seamlessly with all internal departments to ensure Service Department is an enabler to their work.Proactively introduce process improvements around the delivery of our services. Ticket Delegation: Delegate tickets to direct reports, ensuring that tasks are assigned based on team members' skills and workload.Team Coordination: Oversee daily operations of the service desk, ensuring timely resolution of user tickets and high levels of customer satisfaction.Performance Monitoring: Evaluate and assess service delivery performance metrics.Training and Development: Train and mentor service desk team members, ensuring they have the necessary skills and knowledge to perform their duties effectively.Critical Incident Management: Manage incident restoration and service level agreements, ensuring that client inquiries are promptly attended to.Policy Implementation: Develop and implement policies and procedures for the service desk team to optimise efficiency and effectiveness.Communication: Foster a conductive atmosphere for new team members to share their views, ideas, and suggestions for successful completion of requests and incidents.Resource Management: Ensure all accessories and devices needed for the service desk team operation are in place and functional.Weekly 1:1 Meetings: Conduct weekly one-on-one meetings with team members to discuss performance, provide feedback, and address any concerns or development needs.Requirements5 + Years' Experience in an IT Engineer, IT Field Engineer, with proven experience within a Microsoft environmentStrong Customer Service experience essentialExperience in people management is desirablePassionate about customer service and continuous improvement of same and continuously striving to get to the next level.Ability to work well under pressure, multitask and prioritize responsibilities.Excellent verbal and written communication skillsAt Nostra we value our people.
We are a passionate team committed to doing our best, our values are trust, accountability, expertise, empathy, people, integrity, and empathy.
These values form a central part of our recruitment process.
Nostra is an equal opportunity employer committed to diversity and inclusion.
