IT Helpdesk Supervisor


Location: Dublin, Ireland

Full time/Part time: Full time


The Firm:

Mason Hayes & Curran LLP is a leading Irish law firm based in Dublin with representative offices in San Francisco, New York and London. The firm has been the fastest growing law firm in Ireland over the last decade. We are a business law firm with extensive knowledge and experience in all areas of Irish business-related law and with particular focus on the Energy, Technology, Financial Services, Built Environment, Healthcare, Life Sciences and Charities sectors.


The Role:

Our IT department is seeking an enthusiastic Helpdesk Supervisor to join their team of 11 in providing IT support to a firm of 600+ people. The role would suit someone with around 2+ of previous leadership experience on a busy IT Helpdesk, who would like to join an established team and develop their skills and career in a supportive environment.


Responsibilities include :


  • Leading and mentoring the IT Helpdesk team of approximately 10 people.

  • Managing incoming Helpdesk Support requests for timely resolution

  • Managing any escalations of calls.

  • Liasing with 3rd level support

  • Liasing with suppliers to make sure current systems are up to date.

  • Analysing incident trends and identifying root causes

  • Collaborating with other departments for continuous service improvement

  • Ensuring timely completion of existing processes for company joiners and leavers

  • Developing and delivering reports of Helpdesk activities to the IT Manager

  • Identifying innovation opportunities for service enhancement

  • Maintaining and updating IT documentation and knowledge base

  • Developing new processes and procedures to enhance the IT service delivery.

  • Providing support to company staff (guidance, training, technical assistance)

  • Proactively engaging with stakeholders, ensuring information and clarity


Required skillset:


  • Strong customer service skills.

  • 2+ years of previous leadership experience on a busy IT Helpdesk.

  • Experience providing training (on-boarding, ad-hoc, tailored)

  • Technical proficiency in troubleshooting hardware, software, and network issues

  • Strong leadership skills and self-sufficiency in working independently.

  • Effective communication and interpersonal skills, confident, ability to adjust to the needs of customers.

  • Familiarity with ITIL and PRINCE2 practices

  • Excellent time management and delegation skills



Learn more about Mason Hayes & Curran

  • Learn more about a career at Mason Hayes & Curran HERE

  • See more about Mason Hayes & Curran and our teams on our YouTube HERE

  • Visit our LinkedIn HERE 

Apply for position now

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