Overview
Role: Enterprise Service Manager - Service Desk Team Lead. 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.
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.
Job Details
* Job Title: Enterprise Service Manager - Service Desk Team Lead
* 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
Responsibilities
* 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.
Qualifications
* 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.
* Exposure to Lean & Six Sigma, PMP, Agile/DevOps, Virtualisation, and Network Infrastructure.
* Master\'s or MBA, plus relevant technical certifications (Citrix, VMware, Azure, AWS, MCSE, CCNA, Lean & Six Sigma).
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.
Details
* Seniority level: Mid-Senior level
* Employment type: Full-time
* Job function: Information Technology
* Industries: Technology, Information and Media
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