Overview
At Viatel Technology Group, we know that great technology is important, but it's the people behind it that make the real difference.
For more than 26 years, we've helped organisations across Ireland get the most from their technology through communications, cloud, networking, cybersecurity, and digital services. Our role is simple: to take the complexity out of technology so our customers can focus on running and growing their businesses.
Today, more than 300 people work across the Viatel Group, bringing expertise, teamwork, and a customer-first mindset to everything we do. We're proud to have been recognised as a Deloitte Best Managed Company and Guaranteed Irish Technology Company of the Year 2024.
We're committed to building a workplace where people feel supported, valued, and trusted to do their best work. We welcome different perspectives, invest in learning and development, and create opportunities for people to grow their careers.
If you're looking to join a company that values its people as much as its customers, we'd like to hear from you.
The Role:
The role combines hands-on technical involvement where appropriate with a strong emphasis on mentoring, coordination, communication, and continuous improvement.
Responsibilities:
Team Leadership & Development
Provide day-to-day leadership, guidance, and support to Tier 1 and Tier 2 engineers.
Act as a coach and mentor, helping engineers grow their technical skills, confidence, and problem-solving ability.
Support onboarding, knowledge transfer, and continuous development of team members.
Foster a collaborative, supportive, and accountable team culture.
Act as a first point of contact for engineers requiring guidance, prioritisation, or decision support.
Service Quality & Operational Oversight
Ensure support tickets are handled consistently, professionally, and in line with agreed standards.
Monitor workload distribution, escalation flow, and resolution quality across the Service Desk.
Identify recurring issues, skill gaps, or process weaknesses and address them proactively.
Promote strong documentation, ticket hygiene, and knowledge base contributions.
Escalation & Incident Ownership
Act as the escalation coordinator and owner for complex or high-impact incidents.
Support engineers through escalations by guiding investigation and decision-making rather than taking over unnecessarily.
Ensure clear communication, follow-up, and closure on escalated issues.
Liaise with internal teams and third-party vendors while maintaining ownership on behalf of the Service Desk
Technical Enablement
Maintain sufficient technical depth to guide engineers and validate approaches.
Provide technical oversight and direction without positioning as the sole problem-solver.
Encourage best practices, standard approaches, and repeatable solutions.
Support engineers in building confidence with new technologies and unfamiliar environments.
Customer & Stakeholder Engagement
Act as a calm and professional escalation point for customers when required.
Support customer communications during major incidents or service-impacting events.
Build trust through transparency, ownership, and consistent follow-through.
Continuous Improvement & Collaboration
Work closely with Managed Services leadership to improve service delivery, tooling, and processes. Contribute to service improvement initiatives, automation opportunities, and operational maturity.
Encourage feedback from the team and translate it into actionable improvements.
Requirements:
3rd level qualification in an IT-related discipline or equivalent practical experience.
Demonstrated experience mentoring, supporting, or informally leading other engineers.
Strong people skills with the ability to support, motivate, and influence others.
Confident communicator who can provide guidance, feedback, and direction constructively.
Comfortable balancing empathy with accountability.
Ability to remain calm, organised, and decisive under pressure.
Strong troubleshooting and diagnostic skills across:
Microsoft 365
Microsoft Azure
VMware / Hyper-V
Networking technologies
Experience working within ITIL-aligned service environments and ticketing systems.
Ability to work independently while remaining highly collaborative.
Willingness to learn, adapt, and grow into broader leadership responsibilities.
Willingness to travel when required for business reasons.
Industry certifications (Microsoft, CompTIA, Network+, Security+, etc.) are advantageous
Closing Date
24/07/2026
Location
Limerick OR Dublin
Department
IT Services - Helpdesk
Job Title
Service Desk TTL
Experience
2-3 yrs
City
Dublin or Limerick
Country
Ireland
