Helpdesk Team Lead
Sumitomo Mitsui Banking Corporation – SMBC Group
full-time
Posted on:
Location Type: Hybrid
Location: Tralee • 🇮🇪 Ireland
Visit company websiteJob Level
Senior
Tech Stack
ITSMServiceNow
About the role
- Lead the busy and dynamic support desk team.
- Optimize team schedules for full coverage.
- Ensure team is equipped with tools and knowledge.
- Motivate and inspire the team to achieve targets.
- Hold effective and developmental monthly 1-to-1 meetings.
- Facilitate team huddles to discuss current issues.
- Identify and resolve issues within the team.
- Ensure team members are kept up to date with product and procedure changes.
- Design and implement optimal shift schedules.
- Monitor workload distribution to meet service level targets.
- Collaborate with stakeholders for documentation access.
- Drive ongoing training initiatives.
- Identify and implement improvements to processes.
Requirements
- Proven experience managing a busy IT support/helpdesk environment.
- Strong understanding of scheduling strategies and workforce management.
- Excellent leadership, coaching, and interpersonal skills.
- Experience with ITSM tools and ticketing systems (e.g., ServiceNow, Jira, Zendesk).
- Ability to work effectively in a fast-paced, onsite environment with occasional hybrid flexibility.
- Strong analytical and problem-solving skills.
- Familiarity with knowledge management practices and training development.
- ITIL certification or equivalent experience.
- Experience working with cross-functional teams including Product and Engineering.
- Background in supporting enterprise-level environments.
Benefits
- Hybrid workforce model
- Reasonable accommodations for applicants with disabilities
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
IT supporthelpdesk managementscheduling strategiesworkforce managementanalytical skillsproblem-solving skillsknowledge managementtraining developmentprocess improvement
Soft skills
leadershipcoachinginterpersonal skillsmotivationcommunicationcollaboration
Certifications
ITIL certification