Lead - Technical Help/Service DeskApplication Deadline: 13 January 2025
Department: Information Technology
Employment Type: Permanent - Full Time
Location: 10 Earlsfort Terrace, Dublin 2, D02 T380
Reporting To: Head of IT Operations, Infrastructure and Security
DescriptionKnown for a culture of innovation over our 100-year history, Arthur Cox are determined to play a leading role in the adoption of technology to drive value within our own firm, our client's business, and the wider legal industry.
We are actively moving to a modern Microsoft based environment for our Digital Workplace and critical content management applications.
Career journey in IT Support.
https://youtu.be/G2vP3dDoAv0 Position Overview: We are seeking an experienced Lead to oversee our technical help desk/service desk.
The successful candidate will be responsible for managing a team of Tier 1 support agents who provide 24/7 technical assistance to our 800-person law firm.
This role requires a strong leader with excellent technical knowledge, problem-solving skills, and the ability to manage and motivate a team.
Key ResponsibilitiesLead and manage a team of Tier 1 support agents, providing guidance, training, and performance evaluations.Ensure the help desk operates efficiently and effectively, meeting or exceeding service level agreements (SLAs).Act as the primary point of contact for escalated technical issues, providing advanced troubleshooting and resolution.Develop and implement help desk policies, procedures, and best practices to improve service delivery.Monitor and analyze help desk performance metrics, identifying areas for improvement and implementing solutions.Collaborate with other IT teams and departments to ensure seamless support and integration of new technologies.Maintain up-to-date knowledge of industry trends and technologies to provide innovative solutions and improvements.Foster a positive and collaborative team environment, encouraging professional growth and development.Coordinate with other IT teams, service providers and external support teams to resolve complex technical issues.Manage the help desk ticketing system, ensuring all tickets are logged, tracked, and resolved in a timely manner.Conduct regular team meetings to discuss performance, share updates, and address any concerns.Develop and deliver training programs for new hires and ongoing training for existing staff.Create and maintain comprehensive documentation for help desk processes, procedures, and troubleshooting guides.Assist in the planning and implementation of IT projects, ensuring minimal disruption to daily operations.Provide regular reports to senior management on help desk performance, trends, and areas for improvement.Ensure compliance with company policies, data protection regulations, and industry standards.Manage asset inventory, including procurement, tracking, and disposal of IT equipment.Coordinate user setups, including account creation, permissions, and hardware/software installations and plan and execute the rollout of laptops and other IT equipment to employees. Skills, Knowledge and Expertise6 – 8 years of experience in technical support, with at least 4 years in a supervisory or managerial position.Education: Bachelor's degree in computer science, Information Technology, or a related field, or equivalent work experience.Relevant certifications (e.g., ITIL, CompTIA A+) are a plus.Ability to attract, retrain, and motivate a high performing team of service desk agents.Ability to balance and manage multiple priorities and work effectively under pressure.Team player with a track record of working collaboratively, particularly with technology teams.A business, employee and client centric approach to IT Service Desk Operations.A strong mindset of customer service, excellence and continuous improvement.Proactive disposition with a willingness to work hands-on, demonstrating attention to detail and the ability to take ownership of individual and team's work.Excellent critical thinking and problem-solving skills, demonstrating an ability to work under pressure and deliver outcomes on tight deadlines.Strong written and verbal communication skills when corresponding with colleagues at all levels of an organisation, particularly with senior stakeholders.Flexibility and adaptable to a changing business and technology environment.Innate curiosity and willingness to learn about the legal business landscape and evolving technology environment.Technical Skills: Proficiency in troubleshooting IT systems, hardware and software issues and strong knowledge of Microsoft Windows 10 &11 and MacOS.Computer hardware and networking systems.M365, Microsoft Office, SharePoint, MS Teams, and OneDriveActive DirectoryAzureMS Intune BenefitsWe reward, encourage and support our talented people to reach their full potential offering excellent progression opportunities along with the following:
Market leading salaryDiscretionary annual bonus scheme25 days annual leave allowancePension schemeTaxSaver and Bike to Work schemeHealthcareFull gym and wellness programme
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