IT Support Team Lead

Hybrid - 3 days onsite Galway

Position Overview
We are seeking a highly skilled and experienced IT Support Team Lead to join our team.
The ideal candidate will have a strong background in providing support for Microsoft Windows and Microsoft 365 applications (Excel, Word, OneDrive, Teams, PowerPoint, Outlook, and Exchange Online).
Familiarity with user onboarding and offboarding procedures in both Azure AD and On-Prem AD environments is essential.
A thorough understanding of IP network communication and basic IP subnetting is also required. Experience with Autotask, Datto RMM, and IT Glue is considered an advantage.

Key Responsibilities
• Lead and mentor the IT support team, initially managing one Level 2 support technician with the expectation to expand the team significantly over the next two years.
• Provide expert support for Microsoft Windows and Microsoft 365 applications including Excel, Word, OneDrive, Teams, PowerPoint, Outlook, and Exchange Online.
• Implement and manage user onboarding and offboarding procedures in both Azure AD and On-Prem AD environments.
• Ensure all support and service requests are logged and updated in our ticketing system.
• Provide regular updates to end-users on ticket progress.
• Complete ticket reviews with the Level 2 support engineer and guide them on ticket resolution.
• Document site information, procedures, and fixes in IT Glue.
• Develop and enforce IT policies and procedures to ensure a high level of support and service delivery.
• Monitor and report on team performance, providing feedback and identifying areas for improvement.
• Stay up to date with the latest industry trends and technologies to ensure the team is equipped with the knowledge and tools needed to provide exceptional support.

Qualifications and Experience
• Proven experience in an IT support role, with a focus on Microsoft Windows and Microsoft 365 applications.
• Strong knowledge of user onboarding and offboarding procedures in Azure AD and On-Prem AD environments.
• Solid understanding of IP network communication and basic IP subnetting.
• Experience with AutoTask, Datto RMM, and IT Glue is a strong advantage.
• Excellent leadership and team management skills, with the ability to mentor and develop team members.
• Strong problem-solving skills and the ability to work under pressure.
• Excellent communication and interpersonal skills, with the ability to collaborate effectively with various stakeholders.
• Relevant certifications in Microsoft technologies and IT support are desirable.

Ideal Candidate
In addition to the technical skillset listed above, the ideal candidate will be up for a challenge in a fast-paced environment. There will be significant scope to develop additional skills, and opportunities for promotion will come with the expansion of the business.

For further information on this  please contact Dee Curley on dee@hero.ie  or 086-7902191

 Check out all our open jobs on our HERO Recruitment website – https://www.hero.ie/ 

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