Service Desk Lead

Quinn Downes Service & Maintenance (QDSM) is one of Ireland's leading companies specialising in the provision of complete Hard Services Maintenance & Facility Supports. Operating under the Quinn Downes Group (established in 1999), we are dedicated to delivering quality service and customer support across a wide range of industries.

We are now seeking a Service Desk Lead to manage our busy Service Desk team. This is a hands-on leadership role where you will continue to process daily work while also guiding the team, ensuring efficient operations, excellent customer service, and continuous improvement.

Role Overview

The Service Desk Lead will oversee the day-to-day operations of the Service Desk, providing leadership, support, and guidance to the administration team. Reporting to the Operations Manager, the successful candidate will ensure timely processing of all service-related activities, accurate reporting, and effective communication between engineers, subcontractors, clients, and our internal team.

Key Responsibilities

• Lead, support, and mentor the Service Desk team.
• Allocate and oversee daily workloads, ensuring tasks are completed accurately and on time.
• Act as the primary escalation point for complex queries or issues from administrators, engineers, subcontractors, and clients.
• Ensure compliance and accuracy across all Service Desk processes, including work report editing, job costing, PO management, invoicing readiness, and system updates.
• Manage and monitor performance metrics, identifying opportunities for efficiency and service improvements.
• Approve works so they are ready for invoicing.
• Ensure consistent communication and strong working relationships between the service desk, engineers, subcontractors, and clients.
• Support scheduling, purchasing, and reporting activities as needed.
• Monitor team performance, identify areas for improvement, and liaise with senior management on progress and challenges.

Desired Skills & Experience

What We Offer