Service Desk
1 week ago
Job Title: Service Desk Team Lead 1
Location: Ergo Dublin (On-site)
Job Type: Permanent
Work Type: On-site
Role Type: Management / IT Service Delivery
Overview of Role
You will lead regional and global Service Desk teams (L1, L2) delivering ITSM, Infrastructure, SIAM, and vendor‑managed services to clients in financial, life sciences, and public sectors. Drive operational excellence, service delivery, on‑boarding, and continual improvement aligned with Ergo’s managed services and client requirements.
Role & Responsibilities
- Manage and mentor Service Desk teams (L1, L2), ITIL process leads, and support account stakeholders
- Oversee service operations, incident and problem management including major incidents and escalations
- Drive on‑boarding, training, performance management, appraisals, and workforce lifecycle
- Manage contractual and operational metrics (KPI/SLA/OLA) focusing on continual service improvement
- Ensure compliance with risk, audit, and governance frameworks (ISO, NIST, SOC, GDPR)
- Collaborate with vendors, technical teams, and account management to resolve issues and enhance services
- Lead BCP, disaster recovery, and transition projects into Service Desk
- Analyse Service Desk data using MS BI, Tableau, Service‑Now to provide actionable insights
- Manage financials including billing, costs, revenue, and productivity
- Prepare and present regular service delivery reviews (WBR, MBR, QBR)
Skills, Qualifications & Experience
- Strong knowledge of ITSM tools (Service‑Now, BMC Remedy), SIAM, IaaS, PaaS
- ITIL v4 Foundation certified; familiarity with Lean, Six Sigma, PMP, Agile/DevOps methodologies
- Experience with networks (LAN/WAN), Data center operations, and AV communication platforms
- Effective communication, strategic thinking, problem solving, and ability to work under pressure
Experience
- 5+ years in enterprise technical support within Tier 1/Tier 2 MSP environments
- 2+ years of SD Team Lead Technical support people management experience
- Proven experience handling service operations, incident management, contractual metrics, and vendor collaboration
Education & Certifications
- Bachelor’s degree in computer science, IT, Engineering, or related field
- ITIL v4 or v3 Foundation certification (mandatory)
About Us
As Ireland’s largest IT Solutions Provider with a growing global footprint, Ergo offers deep expertise across managed IT & hardware services, cloud, applications & software services, IT resourcing, and modern work solutions. Our recent technology awards reflect our commitment to delivering industry‑leading IT solutions, highlighting our team’s dedication and expertise.
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