Service Desk Lead

Location: Co. Fermanagh, Onsite
Employment Type: Full-time
Closing Date: 2nd January 2026

Are you an experienced IT professional with a passion for leadership and service excellence? We are seeking a Service Desk Lead to manage and coordinate the day-to-day operations of our IT helpdesk. This is a hands-on role that combines technical expertise with team leadership, ensuring smooth delivery of IT support across the organisation.

Key Responsibilities

• Oversee daily helpdesk operations, allocate tickets, and manage workloads.
• Coach and develop team members to achieve high performance.
• Ensure SLA compliance, escalate issues, and produce performance reports.
• Identify and implement process improvements for efficiency.
• Act as an escalation point for complex technical issues.
• Troubleshoot hardware, software, and network problems.
• Support system upgrades, patching, and deployments.
• Maintain IT asset and licence records, manage stock, and administer mobile contracts.
• Ensure IT documentation, policies, and procedures align with industry standards (ITIL, ISO27001).
• Liaise with internal teams and external vendors, providing updates on helpdesk performance.

Skills & Qualifications

• Degree/diploma in IT or equivalent experience.
• Minimum 3 years' experience leading IT service teams.
• Strong knowledge of Windows, Active Directory, Office 365, Intune, Defender, RMM tools, and basic networking (DNS, DHCP, VPN).
• Familiarity with ITSM/ticketing systems.
• Excellent leadership, organisational, communication, and customer service skills.