IT Support Lead, Dublin

Overview An experienced IT Support Lead is required to oversee a high-volume service desk within a fast-paced organisation. This role blends team leadership with hands-on technical support, ensuring reliable and efficient IT service delivery. You will coordinate incidents and service requests end-to-end, manage a small team, and collaborate with internal teams and external vendors. A strong focus on operational efficiency, service quality, and continuous improvement is essential. Key Responsibilities Lead and mentor a team of L1/L2 Support Engineers Own and manage incident processes in line with ITIL practices Deliver hands-on support across end-user, infrastructure, cloud, ERP, and business systems Monitor and manage ticket queues to meet SLAs Review service desk performance and identify improvement opportunities Manage escalations with internal teams and third-party providers Ensure a security-focused approach across access, endpoints, and data Skills & Experience 5+ years in IT support, including 2+ years in a senior or leadership role Strong technical background across end-user computing, business applications, networking, and servers Experience using SQL for troubleshooting and reporting Solid understanding of ITIL processes (Incident, Problem, Change, Service Request) Experience supporting live environments and resolving critical incidents Vendor management and escalation experience Full driving licence with own transport Nice to Have ITIL certification Microsoft 365 / Azure certifications Experience with Intune or similar MDM/MAM tools Familiarity with ITSM platforms Exposure to Infor M3 ERP Monitoring/logging tools experience Power BI reporting skills Interest in AI/automation Scripting (PowerShell, Bash, Python, Bicep Benefits: Performance Bonus

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