Service Desk Lead Location: Co. Fermanagh, Onsite Employment Type: Full-time Closing Date: 2nd January 2026 Are you an experienced IT professional with a passion for leadership and service excellence? We are seeking a Service Desk Lead to manage and coordinate the day-to-day operations of our IT helpdesk. This is a hands-on role that combines technical expertise with team leadership, ensuring smooth delivery of IT support across the organisation. Key Responsibilities Oversee daily helpdesk operations, allocate tickets, and manage workloads. Coach and develop team members to achieve high performance. Ensure SLA compliance, escalate issues, and produce performance reports. Identify and implement process improvements for efficiency. Act as an escalation point for complex technical issues. Troubleshoot hardware, software, and network problems. Support system upgrades, patching, and deployments. Maintain IT asset and licence records, manage stock, and administer mobile contracts. Ensure IT documentation, policies, and procedures align with industry standards (ITIL, ISO27001). Liaise with internal teams and external vendors, providing updates on helpdesk performance. Skills & Qualifications Degree/diploma in IT or equivalent experience. Minimum 3 years' experience leading IT service teams. Strong knowledge of Windows, Active Directory, Office 365, Intune, Defender, RMM tools, and basic networking (DNS, DHCP, VPN). Familiarity with ITSM/ticketing systems. Excellent leadership, organisational, communication, and customer service skills. How to Apply: Submit your application online or contact Ellen at Staffline Recruitment for further details. Please note that applicants must have full rights to work unrestricted in the United Kingdom. Sponsorship will not be provided with this position. Skills: IT Support Team Lead Windows Active Directory Ticketing Systems