Transport Technology Service Desk Lead

IrishJobs

Dublin, Dublin, Ireland

Dublin, Dublin, Ireland

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À propos

Transport Technology Directorate The NTAs Transport Technology Directorate is responsible for setting strategic direction, and leading the development and delivery, of best-in-class technology solutions for all public transport services under the NTAs remit within the State. Transport Technology is responsible for the operational management of technology solutions across three principal areas: ticketing and fares collection, vehicle location and management, and passenger (travel) information services. The Transport Technology team ensures that the supplied systems are delivered, operated and maintained within agreed service levels. A key objective of the division is to significantly improve integration supported systems on all modes of transport. To do this we work collaboratively with internal teams, suppliers, and transport operators to ensure that the NTAs technology vision and strategy are fit for purpose, efficient, integrated, up-to-date, and that they represent value for money. Our key driver in all technology deployment and service delivery is to provide the most reliable and accessible customer experience to all public transport users. Duties and Responsibilities The principal duties of the Transport Technology Service Delivery Lead include, but are not limited to, Monitoring Transport Technology service desk tickets, to triage and resolve issues and requests in line with service level agreements (SLAs); Coordinating the Service Desk team to facilitate a high-performance service delivery function, developing clear and realistic objectives and addressing performance issues as they arise; Carry out daily checks and produce daily/weekly/monthly system and performance reports; Support onboarding of new services into Service Delivery; Pro-actively monitor and reactively interact with Transport Technology systems to carry out triage and effect satisfactory resolution of Service Request, Incident, Problem and Change tickets; Work closely with the other NTA teams and subject matter experts (SMEs) on ticket resolution, task delivery, and procedure development and updates; Manage the resolution of customer relations cases through engagement with NTAs consolidated contact centre, while practicing and promoting a strong focus on delivering high-quality customer service to internal and external customers; Proactively identify areas for improvement, develop and implement practical solutions documents and knowledgebase (KB) articles; Updating Transport Technology Service Delivery standard operating procedures (SOPs), knowledge base articles and frequently asked questions (FAQs); Support Transport Technology Operations Management in the standardisation of processes through use and expansion of enterprise tools for ticket management, risk management, asset management, user access management, etc; and Support Operations Management in the implementation and achievement of all compliance and audit requirements, while developing and maintaining strong relationships with key internal and external stakeholders. Note: The functions and responsibilities initially assigned to the position are based on the current organisational requirements and may be changed from time to time. The person appointed requires the flexibility to fulfil other roles and responsibilities at a similar level within the Authority. Essential Criteria Please note: In order to satisfy the shortlisting panel that you meet these criteria you must explicitly reference how you meet same in your application. Failure to demonstrate these may prevent your application progressing to future shortlisting stages. Each candidate must meet the following requirements at the time of the competition closing: a) Hold a minimum of an NFQ level 7 qualification, preferably in an IT related discipline; b) Have 5 years experience in a role providing technical support, customer support or service delivery in a technology-based sector, with at least 2 of these years being in a team leadership position; c) Have demonstrable experience of delivering high-quality customer service, for internal and external customers; d) Have strong communication skills and the ability to lead and work as part of a team; e) Have demonstrable experience in triaging, troubleshooting and diagnosing technical issues; f) Have demonstrable experience in developing standard operating procedure documentation; and g) Hold an ITI (Information Technology Infrastructure Library) Lv3 Foundation equivalent or higher certification. Desirable Criteria Please note: Should further shortlisting be required after essential criteria above, a selection of the following may be assessed. The ideal candidate will also: h) Have experience with service management (helpdesk) software (e.g. ServiceNow, Jira, etc.); i) Have experience or knowledge of the public transport industry; and j) Demonstrate use of critical thinking in the analysis of information and application of judgement in providing solutions to problems. Remuneration Salary Grade: Higher Executive Officer Salary Scale: €59,435, €61,173, €62,908, €64,640, €66,380, €68,111, €69,849, €72,353 (LSI 1), €75,788 (LSI 2) Personal Pension Contribution (PPC) rate. This salary is payable to an individual who is required to make a personal pension contribution (PPC) to their main pension (in general those persons whose initial appointment to the Public Service is on or after 6th April 1995). €56,607, €58,241, €59,872, €61,516, €63,162, €64,822, €66,469, €68,840 (LSI 1), €72,108 (LSI 2) Non Personal Pension Contribution (non-PPC) rate. This salary is payable to an individual who is not required to make a personal pension contribution (PPC) to their main pension scheme. Annual Leave: 29 days per annum. This leave is on the basis of a five day week and is exclusive of the usual public holidays. Note: entry will be at point 1 of the scale and will not be subject to negotiation; different pay and conditions may apply if, immediately prior to appointment the appointee is already a serving Civil Servant or Public Servant; the rate of remuneration may be adjusted from time to time in line with Government pay policy. Contract: Permanent Contract Probation: There is a 6 month probationary period which may at the discretion of the CEO be extended to 10 months. Selection Process Prior to completing your application please read the Important Candidate Information Booklet on our careers page here: How to Apply Please submit your application in one single word document or PDF referencing the title of the role you wish to apply for in the subject of the email to with the following: 1. A comprehensive cover letter outlining why you wish to be considered for the post and where you believe your skills and experience meet the requirements for the role of Transport Technology Service Desk Lead; and 2. A comprehensive CV (not to exceed 3 pages). Please note that omission of any or part of the 2 requested documents, as set out above, will render the application incomplete. Incomplete applications will not be considered for the next stage of the selection process. Closing Date The closing date and time for applications is strictly 12pm (noon) on Friday, 22 May 2026. Applications received after the specified deadline cannot be accepted. If you do not receive an acknowledgement of receipt of your application within 2 working days of applying, please email .

TLNT1_IJ

Dublin, Dublin, Ireland

Compétences linguistiques

English

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