Our client is moving into a brand-new prestigious Dublin office in the IFSC this September and scaling their Irish team in the next 12 months. As part of a global organisation, their Dublin site is a key technology hub — and are now hiring aPrincipalIT Service Desk Lead / IT Service Delivery Manager who can combine hands-on technical expertise with outstanding service delivery.
The Role
In this role you’ll be the go-to expert technical point of contact for their Dublin office, ensuring seamless access to the tools, systems, and support for the team. You’ll oversee day-to-day IT Level 1 & Level 2 support operations, manage ServiceNow ticket flows, and collaborate closely with colleagues in the US..
Key Responsibilities
* Lead and manage IT service desk activities for the Dublin office, supporting the executive leadership team and 50+ users (growing to 70).
* Provide hands-on desktop, AV, and cloud support — Dell, Mac, iPads, mobiles, Cisco AV, Cisco networking, and Microsoft Azure cloud storage environments.
* Manage incidents, requests, and SLAs in ServiceNow; documenting solutions ,identify trends and drive service improvements
* Deliver exceptional user support for Office 365, Adobe, Outlook, and other productivity tools.
* Support office IT moves, projects, and new technology rollouts (including upcoming office relocation).
* Act as the escalation point for Level 1 & 2 support, resolving complex technical issues.
* Promote ITIL best practice in service management, ensuring compliance with global standards.
* Maintain awareness of cyber security threats (phishing, email safety, password access control).
* Maintain standard practice and consistency, in addition to implementing and supporting new technology and tools for the business and users,
* Occasional support out-of-hours during significant outages or projects.
What We’re Looking For
* 5+ years’ experience in a lead IT support function with a minimum 12+ years of experience
* MCSE / MCA, CompTIA A+, CCNA, ACSP, CITP or related certifications
* Technical experience to include:
o Microsoft Office 365 Applications
o Windows & Mac’s OS and it’s relevant devices, hardware & applications.
o Network fundamentals and equipment
o Active Directory
o MS Intune, iPhones, and Android handsets & tablets
o Cisco VPN and Zscaler
o VMWare
o Excellent knowledge of cyber security and prevention of malicious attacks, viruses, and malware
o Video & Audio-conferencing equipment & applications
o Windows servers (desirable)
o Cloud Infrastructure support (MS Azure)
* Solid understanding of ITIL processes; ITIL Foundation certification a plus.
* Experience with ServiceNow or similar ITSM tools.
* Hands-on skills in networking (Cisco), virtualisation (VMware), and cloud platforms (MS Azure).
* Strong problem-solving skills, customer focus, and a collaborative mindset.
* Excellent communication skills, with the ability to work effectively across geographies.
Why Join Us?
* Be part of a global company with a friendly, close-knit Irish team within a global team
* Next-generation infrastructure in a robust and scalable IT environment with no legacy apps
* Little to no out-of-hours responsibilities with work-life balance supported by predictable hours
* Work in a brand-new, modern office space.
* Casual dress code
* Hybrid working after probation.
* Direct impact on how IT support evolves in a growing organisation.
How to Apply
If you’re a hands-on IT leader with a passion for delivering top-tier support and improving IT services, we’d love to hear from you. Apply now and help us make our client’s new Dublin office a world-class workplace.
For any questions regarding this exciting opportunity, please do not hesitate to contact us:Email: info@allenrec.com Phone: +353 1 669 4040 quotingJob Reference: BBBH26053
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