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IT Helpdesk Supervisor

My client is a leading Irish law firm based in Grand Canal area are seeking to hire an experienced IT Helpdesk Supervisor to lead a team of approx. 10 Helpdesk Analysts and support a wide range of users within the firm.

This is a permanent contract with hybrid working (approx. 3 days per week on site)

Key Responsibilities

  • Lead and mentor a 10-person IT Helpdesk team.
  • Manage and resolve incoming support requests promptly.
  • Handle escalations and liaise with 3rd level support.
  • Coordinate with suppliers to maintain current systems.
  • Analyse incident trends and identify root causes.
  • Collaborate with other departments for service improvement.
  • Ensure timely processes for new and departing employees.
  • Report Helpdesk activities to the IT Manager.
  • Identify opportunities for service innovation.
  • Maintain and update IT documentation and knowledge base.
  • Develop new processes and procedures to enhance IT service delivery.
  • Provide guidance, training, and technical assistance to company staff.

Key skills and Requirements

  • Strong customer service skills
  • 2+ years of previous leadership experience on a busy IT Helpdesk
  • Experience providing training (on-boarding, ad-hoc, tailored)
  • Technical proficiency in troubleshooting hardware, software, and network issues
  • Strong leadership skills and self-sufficiency in working independently
  • Effective communication and interpersonal skills, confident, ability to adjust to the needs of customers
  • Familiarity with ITIL and PRINCE2 practices
  • Excellent time management and delegation skills


  • Opportunities for career progression
  • Supportive environment for skills and career development
  • Collaborative and inclusive culture
  • Flexible working arrangements
  • Health and wellness programmes
  • Social events and team building activities

If you meet the requirements, please send your CV to Ellen via the enclosed link.

Apply for this job

[IT Helpdesk Supervisor / #EB17937]

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Call us on +353 1 6633030 and quote job reference #EB17937