We would like to invite applications for the following full-time permanent role with our ICT team.
ICT Service Desk Team Lead
Clontarf
IWA is committed to promoting, maintaining and adding to our diverse and inclusive work environment
The Service Desk Team Lead is responsible for the day‑to‑day leadership, coordination, and performance of the ICT Service Desk function. The role ensures the timely and effective resolution of incidents and service requests, adherence to SLAs, and the continual improvement of user support services. The Service Desk Team Lead will provide hands‑on technical and operational guidance to Level 1 Engineers and work closely with the Infrastructure Team Lead to ensure seamless escalation, collaboration, and service delivery across the ICT operations environment.
Liaison
This role reports to the Infrastructure and Service Desk Operations Manager but will also need to develop and maintain close and effective working relationships with:
Infrastructure Team Lead.
ICT Business Applications Manager and Information Security Architect.
External support vendors and managed service providers.
Project Managers and local site management in relation to user‑facing rollout activities.
All IWA staff, service users, and stakeholders engaging with ICT support services.
Main Duties and Responsibilities
The Service Desk Team Lead duties include but are not limited to:
Service Desk Leadership Team Management
Lead, coach, and develop a team of Level 1 Service Desk Engineers.
Manage daily workflow, queue management, resource planning, and task assignment.
Ensure high‑quality customer service and promote a user‑focused culture.
Conduct one‑to‑one meetings, performance reviews, and identify training needs.
Act as first escalation point for complex or high‑impact incidents.
Incident, Request Escalation Management
Ensure timely and effective handling of incidents and service requests in accordance with SLAs.
Oversee triage, prioritization, escalation, and communication processes.
Work closely with the Infrastructure Team on escalated issues.
Maintain clear and accurate support documentation, knowledge base articles, and self‑service content.
Service Performance Monitoring Reporting
Monitor team performance, ticket trends, SLA metrics, and user satisfaction.
Produce regular management reports on service desk KPIs.
Identify recurring issues and work with relevant teams to address root causes.
Drive continuous improvement through process optimization and feedback loops.
Tools, Processes Standards
Ensure effective use of ITSM tools for logging, tracking, and reporting support activity.
Support the implementation of the Change Management process, ensuring Service Desk compliance.
Ensure adherence to ICT policies, procedures, and security requirements.
Contribute to the development of Service Desk workflows, documentation, and SOPs.
User Support, Communication Engagement
Promote clear, helpful, and proactive communication with users and stakeholders.
Co-ordinate end-user communication for incident response.
Ensure a consistent and professional approach to customer service across all support channels.
Coordinate user‑facing training, awareness sessions, and rollout communications.
Support adoption of new technologies by working with ICT project teams and key stakeholders.
PERSON SPECIFICATION
Training, Experience and Qualifications
Formal ICT qualification (QQI Level 8 or equivalent) or five years Service Desk or Infrastructure Engineering experience.
Minimum of five or more years’ experience in a Service Desk or ICT technical support role, including experience leading or mentoring team members.
Strong understanding of ITIL processes (ITIL certification desirable).
Experience supporting Microsoft enterprise technologies (Office 365, Windows 11, AD/Azure AD, Intune).
Experience with ticketing systems, remote support tools, and knowledge management.
Excellent customer service skills and ability to communicate with diverse user groups.
Must be willing to travel regularly to IWA sites.
Knowledge and Skills
The ideal candidate would have
Strong diagnostic and troubleshooting skills across end‑user devices, applications, and connectivity issues.
Several years’ experience of ICT operations across a dynamic and diverse portfolio of business applications and systems.
Ability to lead and motivate a team in a fast‑paced environment.
Self-starter with good decision-making skills.
Excellent written and verbal communication skills.
Strong organizational, prioritization, and time‑management capabilities.
Ability to build and maintain effective relationships with colleagues, vendors, and stakeholders.
Experience of people management, coaching and supporting team members.
Competencies
Customer service excellence
People management and team development
Technical problem‑solving and ownership
Communication and stakeholder engagement
Adaptability, resilience, and accountability
Remuneration Benefits
Salary €55,431 to €68,230 DOE
Excellent working conditions
Training development opportunities
25 days annual leave
Access to Defined Contribution Pension scheme and HSF Health Cash Plans
Employee Assistance Service
Employee discount for IWA Gym in Clontarf
Bike to Work Scheme
The closing date for applications is Tuesday 18th August 2026.
Documentary evidence of your relevant qualification(s) will be required in advance of or during the recruitment process.
