Location: Ergo Office, 1st Floor Block T, D03 R6C6, Dublin
Job Type: IT - Service Management
Work Type: Permanent, Onsite (Client Office)
Role Type: People Manager
Overview of Role
Ergo is seeking an Enterprise Service Manager - Service Desk Team Lead for a permanent onsite position. You will lead a multi-level Service Desk (L1/L2/L3) supporting global enterprise clients in Financial, Life Science, and public sectors, driving operational excellence in ITSM, SIAM, and vendor management.
What Will You Do?
* Lead, mentor, and manage Service Desk teams (L1-L3) for enterprise clients, ensuring high-quality ITSM and SIAM service delivery.
* Oversee daily operations and projects while implementing ITIL best practices.
* Manage hiring, onboarding, and performance for Service Desk staff.
* Drive continual service improvements and optimise KPIs, OLAs, and SLAs.
* Collaborate with cross-functional teams to deliver tailored solutions and ensure compliance with ISO, NIST, SOC, and GDPR.
* Analyse service desk data using Microsoft BI, Tableau, and ServiceNow.
* Represent Service Desk in business reviews and support project transitions.
What Do You Need?
Qualifications & Experience:
* 5+ years in enterprise technical support (Tier1/Tier2 MSP).
* 2+ years' people management experience leading SD (L1-L3) teams.
* Strong ITSM (ServiceNow/BMC Remedy/Helix), SIAM, IaaS, PaaS background.
* Experience improving operational metrics and managing audits.
* Excellent communication, problem-solving, and organisational skills.
* Hands-on with O365, MS Office, analytics, and reporting tools.
* Understanding of labour laws, billing, and financials.
Education & Certifications:
* Bachelor's in Computer Science, IT, or Engineering.
* ITIL V4 Foundation certified.
* Exposure to Lean & Six Sigma, PMP, Agile/DevOps, Virtualisation, and Network Infrastructure.
Desirable:
* Master's or MBA, plus relevant technical certifications (Citrix, VMware, Azure, AWS, MCSE, CCNA, Lean & Six Sigma).
Visa:
Irish/EU Citizen or Stamp 4 Visa holder.
Please call me if you would like to discuss further on
About Us
Ergo is Ireland's largest IT Solutions Provider, recognised for excellence in managed IT, Cloud, Software, and IT resourcing. Join our award-winning team and help deliver innovative solutions for leading enterprises.