Service Desk Lead

Service Desk Lead

(Onsite - Dublin)

My client focus on aligning sustainable energy with global computing by using stranded energy resources, like flare gas and renewables, to power mobile data centers. This enables low-cost, carbon-negative computing for innovation in AI, graphics rendering, and computational biology.

My client are seeking an experienced Service Desk Lead to manage and support daily IT operations, troubleshoot complex issues, and mentor a team of dedicated helpdesk professionals.

Key Responsibilities:

• Lead and mentor the helpdesk team, including handling onboarding/offboarding and ensuring smooth handoffs between shifts.
• Manage and resolve complex Tier 3 escalations, offering support across networking, SaaS applications, file shares, and more.
• Oversee JIRA ticketing, keeping documentation up-to-date, and contributing to helpdesk-related reports.
• Ensure systems are secure and compliant with organizational policies.
• Manage IT assets, inventory, and ensure the workplace is neat and organized.
• Provide hands-on support for Macs, Linux, and Windows, utilizing command-line tools.
• Engage with MDM (GoogleMDM, Kandji, JAMF) and Cloud Identity Management platforms (SSO, SAML 2.0, MFA).
• Drive projects in collaboration with different teams and departments, as well as external vendors.
• Stay on top of emerging IT management platforms and processes.

Requirements:

• Prior experience leading a helpdesk team with a proven ability to mentor junior team members.
• Demonstrated success with EDR/XDR platforms (Crowdstrike preferred).
• Experience with Cloud Identity Management, MDM automation, and troubleshooting deployments.
• Ability to work in large enterprise environments supporting a broad end-user base.
• Strong written and oral communication skills with the ability to create comprehensive documentation.
• Experience with SaaS platforms, asset management, ticketing systems, and IT documentation tools.
• Familiarity with NOC/SOC operations and MSP project work is a plus.
• Ability to travel up to 20%, if required.

Preferred Qualifications :

• Bachelor's Degree in a STEM field or 6 years of equivalent IT experience.

This is a full-time, onsite role based in Dublin with the potential for growth and professional development in a forward-thinking, climate-conscious organization. Apply today if you're passionate about IT leadership and ready to take on a dynamic new challenge!

Please note:

We have a number of similar positions currently, and in the future, which we would like to discuss with you should you indicate your interest in this role. When we receive your application for this role, we will contact you to advise you of our process for other similar positions.

Stelfox is fully compliant with GDPR regulations and you can read more in our privacy policy here: https://www.stelfox.com/privacy-policy-gdpr/

Your shared data will not be disclosed or transferred to a third party data controller or data processor located outside the EEA unless we have obtained your express consent.

We look forward to working with you.