Job description
Job Title:
Technical Support Team Lead
Department:
IR0010 Information Technology
Reporting to:
ServiceDesk Manager
We are committed to providing opportunities for our employees to grow and develop within the business. Please keep an eye on the internal job board to view vacancies across the organization.
Job Description:
- Dublin Business School (DBS) is the leading independent third level institution in Ireland and provides a wide range of undergraduate, graduate, executive and professional programmes.
- An opportunity has arisen for an experienced Team Lead to be an integral part of the Information Technology Services Department.
- The purpose of the Technical support Team lead role is to assist in the daily support and maintenance of all IT infrastructure within Dublin Business School and Kaplan. You will have overall responsibility for providing detailed and accurate guidance to our Technical Support Team.
Essential Responsibilities/Duties
- Providing 1st and 2nd level support if and when required to cover shifts, holidays and sick leave.
- Serving as an escalation point for more complex technical queries and issues from Technical Support staff
- Monitoring the teams daily service desk issues, requests and problems to ensure correct ticket triage and processes are being adhered to which are outlined by the Servicdesk Manager
- Creating new and training support staff on operations and procedures
- Review and sign off on all documented FAQs, technical tip materials and Knowledge bases.
- To act as the SW repository owner and liaise with all lecturing staff for renewal of SW each year.
- To assume full technical responsibility for the maintenance and on-going improvement of our Citrix images and work with 3rd level to support the whole environment.
- To undertake the enhancement of IT related systems both HW and SW as required through project work.
- To present, review and update IT inductions for students through workshops in our labs.
- To help train lecturing staff on all assistive teaching technology(Moodle, Zoom)
- Serve as project manager when assigned on small IT projects.
- Prepare project plans, track progress with participating teams, and manage projects to assure objectives are met on time and within cost.
- To report on current trends on tickets from both staff and students and present these to management.
- Assist in Evaluating performance of team members and report performance to management through.
- To participate in a shift rota operating between 8.00am and 8.30pm Monday to Sunday.
Personal Attributes
- Ability to guide technical staff towards best practices in customer service
- To be able to communicate key ideas clearly to team and Management.
- The ability to encourage, support, and motivate all Technical support staff.
- Strong Organisational and multitasking skills
- Process and procedural documentation to a high quality
- Excellent written and verbal skills and to be able to communicate with staff at all levels.
- Excellent analytical and listening skills.
- Natural flair for coaching, motivating, and interacting with people.
- To be able to project manage a variety of tasks when required from the planning stage through to implementation.
- The ability to work on your own or as part of a team, especially whilst under duress in busy periods.
- Flexibility to work extended hours.
Knowledge and Experience
- ITIL certified to foundation or above essential
- 2-3 years experience of Service desk systems and tools.
- 2-5 years experience of supporting Microsoft Windows operating systems.
- 1-2 years experience of acting as Team Lead or Senior Technical Support analyst in a similar role an advantage
- Experience of SalesForce Service Cloud systems and tools.
- Experience of supporting Microsoft Windows, MAC and Linux operating systems.
- Experience in Citrix, OpenStack or other virtual environments essential.
- Experience with Office365 and Google Platform essential.
- Extensive application support experience with Microsoft Office and Office365.
- Experience of GDPR processes and procedures an advantage
- Working knowledge of a range of diagnostic utilities.
Personal Skills
- To be able to demonstrate a keen sense of customer awareness, both to internal and external clients.
- Excellent communication, analytical and listening skills.
- To be able to communicate with staff at all levels.
- The ability to work on your own or as part of a team, especially whilst under duress in busy periods.
- Research and develop solutions and improvements on a team-level
Benefits at DBS:
- 24 days of annual leave entitlement
- Personal Retirement Saving Accounts (PRSA)
- Life Assurance & Disability
- VHI Group Scheme
- Free places on all internal courses also discounts for family members
- Tax Saver Travel Tickets
- Cycle to Work
- Excellent Sports and Social Club
- 2 Volunteering Days
- Employee Assistance Programme
This job description is a guide to the work the post holder will initially be required to undertake. It may be amended from time to time to meet changing circumstances by mutual agreement. It is expected that the post-holder and their manager will review the job description regularly.
All appointments are subject to passing Garda Vetting and providing proof of eligibility to work in Ireland on a full time basis (upon being invited to interview).
Please refer to our privacy policy which can be found on our DBS website.
Position Type:
Full time
Contract Type:
Fixed Term Contract (Fixed Term)
Pay Frequency:
Annual
Location:
Dublin, IRE
Job Functional Area:
Technical Support/Customer Service
All appointments are subject to passing Garda Vetting and providing proof of eligibility to work in Ireland on full time basis (upon being invited to interview). Please refer to our privacy policy here:
This job description is a guide to the work the post holder will initially be required to undertake. It may be amended from time to time to meet changing circumstances by mutual agreement. It is expected that the job description will be reviewed regularly by the post-holder and their manager.
DBS is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy and maternity. If you require any adjustments or additional support within the recruitment process, please contact us directly.
DBS Privacy Notice for Candidates
.
This job description is a guide to the work the post holder will initially be required to undertake. It may be amended from time to time to meet changing circumstances by mutual agreement. It is expected that the job description will be reviewed regularly by the post-holder and their manager.
DBS is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy and maternity. If you require any adjustments or additional support within the recruitment process, please contact us directly.
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