Service Desk Team Leader 

We are currently expanding our team and are looking for a motivated and experienced Service Desk Team Leader.

Radius Technologies is one of Ireland’s leading companies in the IT, Cloud, Telecoms, and MSP marketplace, the company is entrepreneur-led and has ambitious plans to grow both organically and through acquisitions over the coming years.


Job Description – Service Desk Team Leader

Reporting To: Service Delivery Manager

Location: Head Office (Waterford)

The  Service Desk Team Leader will provide leadership and supervision to a team of helpdesk members ensuring the team meets and exceeds operational KPIs and customer satisfaction metrics.

Key Tasks and Responsibilities

As a Service Desk Team Leader, your duties will include:

  • Maintain performance against SLAs and produce team reports as required
  • Maintain best practice standards across the team at all times and to assist in the creation of a positive working environment for colleagues within the department
  • Work with internal teams on incident resolution and problem management
  • Manage all team processes efficiently and effectively, including regular review, control checks & recommendations for improvement
  • Conduct one-to-one meetings with staff, including performance reviews, probationary reviews, Return to Work interviews, absence, timekeeping review discussions, disciplinary meetings & performance improvement plan reviews
  • Organise, prioritise & distribute tasks among team members
  • Address any issues (e.g. quality, compliance, productivity, behaviour) that may arise on the team
  • Provide support to the SDM on a day-to-day basis
  • Lead, coach, mentor and develop team members
  • Adhoc duties as requested


Essential Requirements

  • Minimum 2 years people management experience

Desired requirements

  • Prior experience in servicing the SME sector
  • ICT industry experience

Competencies Required

  • Customer Service – Putting the customer at the heart of all decision making ensuring quality care is always a priority
  • Leadership – lead, mentor and develop the team to get the desired business outcomes
  • Decision making – the ability to make decisions in a timely and effective manner utilising data to back up decisions
  • Communications Skills – Strong written and verbal communication skills are essential to enable the individual to effectively communicate with all stakeholders
  • Planning and Organisational Skills – The individual must have the ability to effectively plan, organise and prioritise tasks to ensure deadlines are achieved
  • Attention to detail – continually checking work to ensure delivery of the highest quality

Call our sales team now on LoCall 0818 592500.

Alternatively, please send us a message via the form below and we’ll call you back.

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Certified Excellence

Radius maintain both ISO quality and Information Security certification. With GDPR regulations now in force, it’s critical that your IT partner handles your organisation’s sensitive data with the highest of standards.

ISO Quality and Information Security certification requires rigorous processes to be embedded at the heart of everything we do. Radius is proud to maintain this standard, awarded to only the very top tier of IT service providers.

Industry leading partnerships

Radius is a gold Microsoft partner for Datacenter and Cloud Solutions, a preferred HP and Cisco partner and a Retail Excellence Ireland gold partner. These partnerships give us unrivalled access to the best technology to support our clients’ IT and Telecoms needs.