The National Transport Authority is seeking an experienced Transport Technology Service Desk Lead in Dublin to drive high-quality service delivery across Ireland’s public transport systems. This leadership role offers the opportunity to shape critical technology operations supporting ticketing, passenger information, and transport infrastructure nationwide.
Job Overview
The Transport Technology Service Desk Lead will oversee service desk operations, ensuring efficient issue resolution and high-performance service delivery across multiple transport technology platforms. Based in Haymarket House, Dublin 7, this role blends leadership, technical expertise, and stakeholder engagement to enhance customer experience across Ireland’s public transport network.
Key Responsibilities
- Monitor and manage service desk tickets, ensuring timely resolution in line with SLAs
- Lead and coordinate the Service Desk team to achieve high performance and service standards
- Produce daily, weekly, and monthly system performance reports
- Support onboarding and integration of new technology services into service delivery
- Diagnose and resolve incidents, service requests, and system issues
- Collaborate with internal teams, suppliers, and SMEs to resolve technical challenges
- Manage customer-related cases through engagement with contact centre operations
- Develop and maintain SOPs, knowledge base articles, and FAQs
- Identify service improvement opportunities and implement practical solutions
- Support compliance, audit processes, and enterprise system standardisation
Required Skills & Qualifications
- Minimum NFQ Level 7 qualification, preferably in IT or related discipline
- At least 5 years’ experience in technical support, service delivery, or customer support roles
- Minimum 2 years’ experience in a team leadership position
- Proven ability to deliver high-quality customer service to internal and external stakeholders
- Strong communication skills and ability to lead and collaborate effectively
- Demonstrated experience in troubleshooting and diagnosing technical issues
- Experience developing SOPs and operational documentation
- ITIL (Information Technology Infrastructure Library) Foundation Level 3 certification or higher
- Experience with service management tools such as ServiceNow or Jira (desirable)
- Knowledge of the public transport sector (desirable)
- Strong analytical and critical thinking skills for problem-solving
Salary, Benefits & Working Hours
Starting salary from €59,435, with a structured scale up to €75,788 depending on service and eligibility. The role offers 29 days annual leave, a permanent contract, and a blended working model. Public sector pension arrangements and career progression opportunities are included.
Location & Employer Information
Based at Haymarket House, Smithfield, Dublin 7, the National Transport Authority operates at the centre of Ireland’s public transport system. The organisation leads major national projects including MetroLink, BusConnects, and DART+ while driving innovation in transport technology, sustainability, and customer experience. This role offers direct impact on nationwide transport services used by millions of passengers.
Application Details
To apply, submit a comprehensive CV (maximum 3 pages) and a detailed cover letter outlining your suitability for the Transport Technology Service Desk Lead role.
Email applications to: careers@nationaltransport.ie
For more information, visit the official website: https://www.nationaltransport.ie/
Last Day to Apply: 22 May 2026 at 12:00 PM
