Enterprise Service Manager

7 days ago

Dublin, Ireland Ergo - Information Technology Full time

Job Title: Enterprise Service Manager – Service Desk Team Lead L2

Location: Ergo Dublin (On-site)
Job Type: Permanent
Work Type: On-site
Role Type: Leadership / Service Delivery

Overview of Role

Ergo is seeking a permanent Enterprise Service Manager – Service Desk Team Lead to manage high-performance service delivery teams across global clients in Financial, Life Science, and public sectors. The role focuses on ITSM, IT/Infrastructure, SIAM, and vendor partnerships, ensuring alignment with Managed Services business objectives and customer satisfaction. It requires deep expertise in managed services, team leadership, process optimisation, and delivering operational value through people, process, tools, infrastructure, and financial management.

Role & Responsibilities

- Lead and develop L2, Desk Side Support, and L3 service desk teams to deliver ITIL-aligned support to global clients.

- Oversee daily service operations, ensuring team performance meets contractual KPIs, OLAs, and SLAs.

- Manage P1/P2 escalations, coordinate incident, problem, and change management processes, driving root cause analysis and continuous improvement.

- Collaborate with internal and external stakeholders across ITSM, SIAM, and cloud environments (IaaS/PaaS) to support seamless service delivery and project transitions.

- Monitor billing, utilisation, productivity, and gross margin; identify opportunities for cost optimisation and efficiency improvements.

- Ensure compliance with ISO 20000, ISO 27001, SOC2/3, GDPR, and audit readiness standards.

- Use analytics tools (Power BI, Tableau, ServiceNow) to produce data-driven insights and dashboards for service performance enhancement.

- Represent the Service Desk in governance reviews (WBR/MBR/QBR) and support strategic service delivery initiatives.

- Keep updated on emerging technologies and drive innovation to improve service effectiveness and client value.

Skills, Qualifications & Experience

- Strong knowledge of ITSM, SIAM, IaaS/PaaS, and service operations governance.

- Proven leadership in managing multi-level support teams and client relationships.

- Data-oriented with financial and operational acumen.

- Excellent communication, problem-solving, and stakeholder management skills.

Experience

- 8+ years in enterprise technical support within Tier 1/Tier 2 MSPs.

- 2+ years managing multi-level service desk teams.

- Experience with escalation management, service delivery frameworks, and vendor collaboration.

Education & Certifications

- Bachelor’s degree in computer science, IT, Engineering, or related field.

- Exposure to Lean & Six Sigma, PMP, Agile/DevOps methodologies.

- Hands-on experience with VMWare, Citrix Virtualisation, Windows Server (Active Directory, MS Exchange, O365), virtualisation technologies, Azure, Intune, Defender, and network infrastructure (LAN/WAN, AP, Routers, Switches).

- Familiarity with Data Centre operations (On Premise, Public, Hybrid).

Visa

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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