IT Technician Team Lead

Job Description

About the Role

As L2 IT Technician Team Lead, you will be responsible for the day-to-day coordination, guidance and performance of the L2 Technical Helpdesk team across two locations. You will act as a key link between IT, operational managers and third-party providers, ensuring that technical issues are prioritised, progressed and resolved in line with service requirements.

You will also play an important role in developing the team, improving ways of working, supporting the deployment of technical and operational solutions, and ensuring that users across multiple contracts receive a high-quality IT support service.

Key Responsibilities

In this role, you will:

• Oversee the performance and day-to-day activity of the L2 IT Helpdesk team.
• Assign tasks, projects and priorities across the L2 technical team.
• Act as the main point of contact between the L2 team, operational managers and third-party providers.
• Ensure technical issues are resolved in a timely, professional and efficient manner.
• Develop solutions, processes and ways of working to improve team productivity and service delivery.
• Schedule team rotas and manage team leave through HR Locker.
• Provide training, guidance and support to team members.
• Conduct periodic reviews and hold regular team stand-up meetings.
• Delegate tasks and projects to support team development and accountability.
• Lead or support the deployment of new technical and operational solutions.

Technical Responsibilities

You will also support the wider L2 Helpdesk function by:

• Addressing incidents and problems escalated from first-level support.
• Troubleshooting Microsoft Windows client and server issues.
• Supporting WAN/LAN connectivity issues, customer equipment and software issues.
• Assisting with security incidents, reported issue replication and escalation to third-level support where required.
• Monitoring service levels, network and infrastructure matters on a daily basis.
• Liaising with network providers and hardware support engineers.
• Maintaining contract assets on client sites, including hardware upgrades, replacement and installation.
• Managing users across Active Directory, phone systems and Microsoft applications.
• Providing IT support locally and remotely across multiple contracts.
• Creating and updating technical solutions and supporting IT equipment procurement.

Qualifications

The ideal candidate will have:

• A third-level qualification in an IT-related discipline.
• At least three years’ experience in an IT-related role, although other relevant experience may be considered.
• Strong leadership, team management and project coordination skills, with the ability to create a positive, inclusive and accountable team environment.
• Strong networking knowledge, including switches, routers and cabling.
• Excellent analytical and problem-solving skills.
• Strong written and spoken English.
• The ability to work both independently and as part of a team.
• Excellent attention to detail, including when working to deadlines and service levels.
• Strong knowledge of Windows operating systems, including Windows 11, Server 2016 - 2022.
• The ability to prioritise issues across multiple systems and contracts based on service levels and user requirements.
• Eligibility to work in Ireland.
• A Microsoft or other relevant technical certification would be an advantage.

Additional Information

We are looking for a professional, approachable and proactive IT support specialist with strong technical capability and the confidence to lead, guide and develop a team. The ideal candidate will be people-focused, open-minded and inclusive in their approach, with a natural ability to build positive working relationships, support others and bring people with them.

You should be comfortable supporting users with varying levels of technical knowledge and able to communicate technical information clearly and effectively. You will be someone who enjoys problem-solving, takes ownership of issues, works well under service level expectations and is continuously looking for opportunities to improve systems, processes and team efficiency.

Working Arrangements

This role will be onsite. Weekend or out-of-hours work may be required on a rotational basis or in emergency situations. Occasional travel to other company offices may also be required for business or technical reasons.

Why Join Us?

This role offers the opportunity to combine hands-on technical support with team leadership, process improvement and cross-functional collaboration. You will play a key role in supporting reliable IT service delivery across SGS Ireland while helping to develop the capability and effectiveness of the L2 Helpdesk team.