Service Desk Team Lead

Service Desk Team Lead Place of work : On-site Ballsbridge, Dublin 4 / Duration : Permanent / Hours of work : Monday to Friday Office Hours. About the Company and the Role : 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. 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. Position 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 Our Company, Auxilion About Us Work matters. Its where we spend a third of our lives. At Auxilion we strive to be a great place to work, with career opportunities and the development of people in our DNA. Our competitive advantage is how we support our clients on their journey. Our people have a passion for their work, our culture and values. Whether your focus is technical, sales, finance or anything in-between, our roles aim to provide each person with meaningful impact and plenty of space to grow. Skills : Team Management Troubleshooting IT Technical Support Customer Service