1. Location: Dublin City, Dublin, Ireland
2. Type: Permanent
3. Job #26053
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 a Principal IT 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
4. Lead and manage IT service desk activities for the Dublin office, supporting the executive leadership team and 50+ users (growing to 70).
5. Provide hands-on desktop, AV, and cloud support — Dell, Mac, iPads, mobiles, Cisco AV, Cisco networking, and Microsoft Azure cloud storage environments.
6. Manage incidents, requests, and SLAs in ServiceNow; documenting solutions ,identify trends and drive service improvements
7. Deliver exceptional user support for Office 365, Adobe, Outlook, and other productivity tools.
8. Support office IT moves, projects, and new technology rollouts (including upcoming office relocation).
9. Act as the escalation point for Level 1 & 2 support, resolving complex technical issues.
10. Promote ITIL best practice in service management, ensuring compliance with global standards.
11. Maintain awareness of cyber security threats (phishing, email safety, password access control).
12. Maintain standard practice and consistency, in addition to implementing and supporting new technology and tools for the business and users,
13. Occasional support out-of-hours during significant outages or projects.
What We're Looking For
14. 5+ years' experience in a lead IT support function with a minimum 12+ years of experience
15. MCSE / MCA, CompTIA A+, CCNA, ACSP, CITP or related certifications
16. Technical experience to include: Microsoft Office 365 Applications Windows & Mac's OS and it's relevant devices, hardware & applications. Network fundamentals and equipment Active Directory MS Intune, iPhones, and Android handsets & tablets Cisco VPN and Zscaler VMWare Excellent knowledge of cyber security and prevention of malicious attacks, viruses, and malware Video & Audio-conferencing equipment & applications Windows servers (desirable) Cloud Infrastructure support (MS Azure)
17. Solid understanding of ITIL processes; ITIL Foundation certification a plus.
18. Experience with ServiceNow or similar ITSM tools.
19. Hands-on skills in networking (Cisco), virtualisation (VMware), and cloud platforms (MS Azure).
20. Strong problem-solving skills, customer focus, and a collaborative mindset.
21. Excellent communication skills, with the ability to work effectively across geographies.
Why Join Us?
22. Be part of a global company with a friendly, close-knit Irish team within a global team
23. Next-generation infrastructure in a robust and scalable IT environment with no legacy apps
24. Little to no out-of-hours responsibilities with work-life balance supported by predictable hours
25. Work in a brand-new, modern office space.
26. Casual dress code
27. Hybrid working after probation.
28. 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.