Service Desk

21 hours ago


Dublin Pike, Ireland Ergo - Information Technology Full time

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.

#J-18808-Ljbffr



  • Dublin Pike, Ireland Mater Private Network Full time

    Join to apply for the IT Service Desk Manager role at Mater Private Network Join to apply for the IT Service Desk Manager role at Mater Private Network Get AI-powered advice on this job and more exclusive features. Mater Private Network have an exciting job opportunity for a IT Service Desk Team Lead to join our Mater Private Network Team. We are...


  • Dublin Pike, Ireland Toast Full time

    Join Toast as an IT Service Desk Manager, EMEA . Toast is a rapidly growing, innovative technology company empowering restaurants of all sizes to build great guest experiences and run their operations smoothly. The IT Operations team at Toast is the backbone of our technology infrastructure, dedicated to providing exceptional support and seamless operations...


  • Dublin, Ireland Cpl Full time

    IT Service Desk Engineer Immediate StartDublin City Centre On-SiteSalary €60, per yearInitial 3 month ContractProviding in-office support for the Dublin Hub Office. Provide amazing day to day support across our hardware and software platforms, for incredibly seasoned to novice level users and everything in between.Support SaaS tools, compliance practices,...


  • Dublin, Ireland Sabeo Full time

    Description Eligibility: Stamp4/Stamp 1G Dependent Visa/EU Citizen/British Citizen only, as we are not dealing with sponsorship roles. One of my Life Insurance client is urgently looking for a Service Desk Analyst for an onsite support role in Abbey St.Service Desk – 2 positions vacantContract role until the end of the year initially(Chances of extension...

  • Service Desk Agent

    3 weeks ago


    Dublin, Ireland Atos Se Full time

    This role is based onsite in our Dublin office and is an ongoing contract.It is a Monday - Friday working pattern.ATOS Ireland is part of the Global ATOS family and a key supplier of high quality IT and Consultancy services for local customers based in Republic of Ireland.We are a dynamic and diverse team committed to working together to find innovative and...


  • Dublin, Ireland Toast Tab, Inc. Full time

    Toast is driven by building the restaurant platform that helps restaurants adapt, take control, and get back to what they do best: building the businesses they love.Toast is a rapidly growing, innovative technology company empowering restaurants of all sizes to build great guest experiences and run their operations smoothly.We're on a mission to be the...


  • Dublin, Ireland Ergo - Information Technology Full time

    Job Title: Service Desk Analyst Location: Dublin 1 Job Type: Permanent Work Type: Onsite Role Type: First Line Technical Support Overview of Role Our client requires a Service Desk Analyst to provide first line technical support to internal staff, handling IT‑related issues through analysis, diagnosis, and resolution. The role involves ownership of...

  • Service Desk Engineer

    2 weeks ago


    Dublin, Ireland iO Associates Full time

    Service Desk Engineer - Level 2Upto £35k per yearDublin - HybridA Dublin-based IT solutions company specializing in Cyber-Security and Cloud Services is seeking a Service Desk Engineer to fulfil IT support requirements. The company offers top-notch IT services to small and medium-sized businesses, focusing on great technical support and customer...


  • Dublin, Ireland Landmark Technologies Full time

    OverviewL2 Service Desk Engineer at Landmark Technologies.We are seeking a skilled Level 2 (L2) Engineer to join our dynamic team at Landmark Technologies, a leading Managed Services Provider (MSP).The ideal candidate will possess expertise in managing and troubleshooting various IT infrastructure components, with a strong focus on Sonicwall Firewalls,...


  • Dublin Pike, Ireland Spector Full time

    The Role As an IT Second-Line Engineer, you’ll be a key escalation point for the Service Desk, resolving technical issues across desktops, servers, networks, and cloud platforms. You’ll communicate and work with clients to resolve issues, foster a documentation‑first mindset, learn and collaborate with senior technical staff, troubleshoot alongside and...