Overview
The IT Support Lead is responsible for the day-to-day management and delivery of IT support services across Coffey Group. Acting as the primary escalation point for technical issues, the role combines hands-on technical support with leadership of the helpdesk function, ensuring a high standard of service for users across Ireland and the UK.
You will oversee and coordinate helpdesk activities, manage ticket priorities, mentor and support junior IT staff, and take ownership of more complex technical issues. Working closely with the IT Manager and wider IT team, you will help maintain secure, reliable, and efficient IT services while driving continuous improvements to support processes, documentation, and user experience.
Key Responsibilities
Helpdesk Leadership & Service Delivery
- Take overall responsibility for the operation and performance of the IT helpdesk function.
- Act as the primary escalation point for complex technical incidents and service requests.
- Monitor ticket queues and workloads to ensure service levels and response times are achieved.
- Manage ticket prioritisation, escalation, and resolution processes.
- Identify trends, recurring issues, and opportunities for service improvement.
- Produce support metrics and reports for management review.
- Maintain a high level of customer service and user satisfaction across the business.
- Mentor, support, and develop Graduate IT Technicians and future helpdesk team members.
Technical Support & Infrastructure
- Provide advanced troubleshooting and support for desktops, laptops, mobile devices, printers, and peripherals.
- Configure and maintain Microsoft 365, Active Directory, Entra ID, Exchange Online, and related cloud services.
- Manage onboarding, offboarding, and access management processes.
- Support Microsoft Server environments, including:
- Windows Server
- Hyper-V
- SQL Server
- Support networking infrastructure including switches, Wi-Fi systems, VPNs, and firewalls.
- Assist with site office IT infrastructure deployments and upgrades.
- Support both on-site and remote users across all company locations.
- Maintain accurate asset records and inventory management processes.
Cybersecurity & Compliance
- Actively monitor and respond to security alerts and incidents.
- Support Microsoft Defender, Intune, and other security platforms.
- Coordinate patch management and endpoint compliance activities.
- Support the organisation's ISO 27001 and cybersecurity initiatives.
- Assist with incident response investigations and remediation activities.
- Promote cybersecurity awareness and good security practices throughout the business.
- Ensure compliance with IT policies, standards, and procedures.
Process Improvement & Documentation
- Own and maintain helpdesk processes, procedures, and knowledge base documentation.
- Identify opportunities to automate repetitive support activities.
- Drive continual improvement initiatives to enhance support efficiency and user experience.
- Develop and maintain technical documentation for systems and infrastructure.
- Ensure all support work is appropriately documented and recorded.
Vendor & Service Management
- Work with suppliers and service providers to resolve technical issues.
- Assist with procurement and lifecycle management of hardware, software, and mobile devices.
- Manage software licensing and compliance activities.
- Review vendor performance and escalate service concerns where necessary.
- Obtain quotations and support tender and prequalification submissions where required.
Daily Activities
- Managing and prioritising helpdesk tickets.
- Supporting escalated technical incidents and service requests.
- Assisting and mentoring Graduate IT Technicians.
- Managing user onboarding, offboarding, and access requests.
- Monitoring security alerts and compliance dashboards.
- Performing infrastructure maintenance and system health checks.
- Liaising with vendors and service providers.
- Maintaining documentation and knowledge base content.
- Supporting site offices and end users across Ireland and the UK.
- Identifying improvements to IT services and support processes.