End User Support Lead

  • Job Ref: 2747
  • Location: Dublin, Ireland
  • Type: Permanent


My Client, big Irish financial institution, currently has vacancy for an End User Support Lead on permanent position in the Information Management and Technology Directorate. This role is based in Dublin City Centre.

This position is responsible for leading the End User Support team providing device provision and support to the organisation; ensuring appropriate asset and lifecycle management; the provision of a walk in support centre and a service desk to field calls and support users across the organisation so that the business receives optimal technical support.

Main Responsibilities:

  • Provide leadership and development of the End User Support team through effective direction, delegation, performance management and coaching to ensure all staff members can achieve the required performance standards, have a focus on continuous improvement and meet their own job enrichment / development objectives;
  • Responsible for ensuring that the IT Service Desk provides a high standard of customer service in line with performance targets defined for the IT Service Desk so that a quality service is provided to the business;
  • Responsible for ensuring that all processes and activities are carried out in line with best practice, such as using the Information Technology Infrastructure Library (ITIL) and Control Objectives for Information and Related Technology (COBIT) frameworks;
  • Responsible for ensuring that device provisioning and support is carried out appropriately with full asset and life cycle management processes in place so that an appropriate level of service is provided to the business.  Responsible for the effective operation of the drop-in centre to provide rapid and quality service to staff regarding use of devices from both hardware and software perspective;
  • Oversee resourcing and scheduling, including oversight of contractors and management of the vendor relationship, to ensure the IT Service Desk provides coverage at all times within the agreed service levels, and the most optimum deal is negotiated for the organisation;
  • Responsible for the end to end ownership of incidents, ensuring accurate and timely updates are maintained in the incident management system and regular updates are provided to the customers so that expectations are managed;
  • Consult with 2nd/3rd line technical teams to resolve incidents that are beyond the technical scope of the IT Service Desk, while continuing to manage the incidents so that a satisfactory resolution can be provided to the business;
  • Monitor trends, providing monthly and periodic key performance reporting data for the IT Service Desk, so that issues are identified and escalated so that longer term solutions and continuous improvement of the service offering to the business are provided.


Required Experience / Skills:

  • Information Technology Infrastructure Library certification;
  • Role requires a minimum of 5 years in a similar operational lead role with 3 years of people management in a busy and time critical operational environment required. Proven experience of at least 5 years delivering service quality within an Information Technology Infrastructure Library (ITIL) framework;
  • Demand and Relationship Management: level 4;
  • IT Service Management: level 4;
  • Project Management: Level 3;
  • The above levels are industry standard under the ITIL framework;
  • Skills with a strong customer centric focus, e.g. strong verbal communication skills, analytical skills, being able to think on your feet, strong stakeholder management in terms of following up with people and managing expectations, experience of people and team management;
  • Ability to manage multiple issues and make sure the team drives them to resolution; and
  • Ability to proactively reflect and challenge when results are not being achieved and address areas requiring resolution


Unfortunately, we cannot offer sponsorship for this role so you must have valid Visa to work in Ireland

John Ryan, Senior Recruitment Consultant - Your e-Frontiers consultant for this job

John is one of our recruitment consultants on the Technical Infrastructure Division of e-Frontiers and has been with the company since June 2012. John brings over 12 years recruitment experience to the e-Frontiers team having previously worked for one of Ireland’s biggest recruitment companies. He has worked with many of the Ireland’s leading IT companies and has experience of sourcing technical candidates across all levels. He has also gained valuable on-site client recruitment experience from various recruitment projects. John studied Business Studies in Dublin Business School. He prides himself on his professional and logical approach to recruitment.

Specialises in: Senior Windows Engineers, System Support, Linux Administrators, Unix Administrators, Security Consultants, Virtualisation Specialists, Unix Specialists, Infrastructure Consultants, Cloud Automation Specialists, Office 365 Specialists, Windows Engineers