Location: Ergo Office, 1st Floor Block T, D03 R6C6, Dublin
Job Type: IT - Service Management
Work Type: Permanent, Onsite (Client Office)
Role Type: People Manager

QUALIFICATIONS & EXPERIENCE:

• 5+ years in enterprise technical support (Tier1/Tier2 MSP).
• 2+ years’ people management experience leading SD (L1-L3) teams.
• Strong ITSM (ServiceNow/BMC Remedy/Helix), SIAM, IaaS, PaaS background.
• Experience improving operational metrics and managing audits.
• Excellent communication, problem-solving, and organisational skills.
• Hands-on with O365, MS Office, analytics, and reporting tools.
• Understanding of labour laws, billing, and financials.

EDUCATION & CERTIFICATIONS:

• Bachelor’s in Computer Science, IT, or Engineering.
• ITIL V4 Foundation certified.
• Exposure to Lean & Six Sigma, PMP, Agile/DevOps, Virtualisation, and Network Infrastructure.

ABOUT US

Ergo is Ireland’s largest IT Solutions Provider, recognised for excellence in managed IT, Cloud, Software, and IT resourcing. Join our award-winning team and help deliver innovative solutions for leading enterprises

OVERVIEW OF ROLE

Ergo is seeking an Enterprise Service Manager - Service Desk Team Lead for a permanent onsite position. You will lead a multi-level Service Desk (L1/L2/L3) supporting global enterprise clients in Financial, Life Science, and public sectors, driving operational excellence in ITSM, SIAM, and vendor management.

WHAT WILL YOU DO?

• Lead, mentor, and manage Service Desk teams (L1-L3) for enterprise clients, ensuring high-quality ITSM and SIAM service delivery.
• Oversee daily operations and projects while implementing ITIL best practices.
• Manage hiring, onboarding, and performance for Service Desk staff.
• Drive continual service improvements and optimise KPIs, OLAs, and SLAs.
• Collaborate with cross-functional teams to deliver tailored solutions and ensure compliance with ISO, NIST, SOC, and GDPR.
• Analyse service desk data using Microsoft BI, Tableau, and ServiceNow.
• Represent Service Desk in business reviews and support project transitions.