IT Service Desk Lead

Nostra is a leading Managed Service Provider (MSP) in Ireland, dedicated to delivering advanced IT solutions that enable businesses to build reliable, secure, and scalable IT foundations. With a commitment to continuous improvement, we serve a diverse range of industries, providing exceptional services that empower our clients to focus on their core business goals.

We are seeking a highly motivated and capable IT Team Lead to oversee a dedicated service desk team of technical professionals. 

This role requires a balanced mix of leadership, operational management, and mid-level technical knowledge of IT infrastructure and systems. The IT Team Lead will be responsible for ensuring the Service Desk Pod delivers exceptional service, meets SLAs, drives customer satisfaction, and operates efficiently within the company’s processes and standards. 

Responsibilities:

Leadership & People Management:

• Lead, motivate, and develop a team of technical staff across multiple roles and skill levels. 
• Set clear expectations, manage KPI’s, provide regular performance feedback, and conduct performance reviews. 
• Foster a collaborative and customer-focused culture within the Pod. 
• Coach and mentor team members, ensuring skills development and career growth. 
• Lead daily team meetings and clearly communicate customer and team updates to management. 
• Provide technical guidance to team members where required. 
• Ensure standards and best practices are followed for system builds, patching, and maintenance. 
• Provide technical explanations and guidance to customers. 

Service Delivery & Customer Management:

• Oversee day-to-day service delivery operations for ~100 customer accounts. 
• Ensure SLA and KPI targets are consistently met or exceeded. 
• Serve as an escalation point for complex customer issues, balancing technical resolution with customer communication. 
• Collaborate with all departments (e.g. Account Management, Customer Service) and other Pods to ensure smooth client experience. 
• Attend customer meetings, both onsite and/or remote. 

Operational & Administrative Management:

• Schedule and prioritize workloads for the team, delegate tasks, set deadlines, while ensuring coverage for incidents and service requests. 
• Monitor service desk metrics, ticket queues, and escalation processes. 
• Drive process improvement and efficiency across the Pod. 
• Manage creation and completion of customer reports (e.g. Root Cause Analysis (RCA). 
• Maintain accurate documentation and operational reporting for leadership review. 

Technical Oversight:

• Windows Server & Active Directory. 
• Microsoft 365/Azure AD. 
• Networking fundamentals (VLANs, firewalls, routing). 
• Virtualization platforms (VMware/Hyper-V). 
• Backup and disaster recovery solutions.

Requirements:

Essential: 

• Proven experience leading or managing a technical support/service delivery team within an MSP or IT services environment. 
• Strong leadership and people management skills, with the ability to inspire and drive performance. 
• Organizational and administrative excellence, with strong attention to detail. 
• Mid-level technical understanding of IT infrastructure, systems administration, and networking. 
• Strong communication skills, both verbal and written, with the ability to manage customer expectations and resolve issues effectively. 

Desirable: 

• ITIL Foundation or higher certification. 
• Experience working with Autotask or similar PSA tools. 
• Experience managing high-value customer accounts in a multi-tenant MSP environment. 

Manage Customer Preventative work and Technical Improvements: 

• Pod efficiency (ticket throughput, backlog levels). 
• Staff retention and engagement levels. 
• Revenue retention and growth within assigned customer base. 
• Documentation and operational reporting. 

Benefits:

• Generous professional development budget.
• Company Pension. 
• Health Plan.
• Wellness Benefit. 
• On-site Gym.
• Health & Fitness Benefit.
• Employee Assistance Program.
• Company Events.
• Free Parking.

At Nostra we value our people. We are a passionate team committed to doing our best, our values are trust, accountability, expertise, people, integrity, and empathy. These values form a central part of our recruitment process. Nostra is an equal opportunity employer committed to diversity and inclusion.