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
- Lead and manage IT service desk activities for the Dublin office, supporting the executive leadership team and 50+ users (growing to 70).
- Provide hands-on desktop, AV, and cloud support — Dell, Mac, iPads, mobiles, Cisco AV, Cisco networking, and Microsoft Azure cloud storage environments.
- Manage incidents, requests, and SLAs in ServiceNow; documenting solutions ,identify trends and drive service improvements
- Deliver exceptional user support for Office 365, Adobe, Outlook, and other productivity tools.
- Support office IT moves, projects, and new technology rollouts (including upcoming office relocation).
- Act as the escalation point for Level 1 & 2 support, resolving complex technical issues.
- Promote ITIL best practice in service management, ensuring compliance with global standards.
- Maintain awareness of cyber security threats (phishing, email safety, password access control).
- Maintain standard practice and consistency, in addition to implementing and supporting new technology and tools for the business and users,
- Occasional support out-of-hours during significant outages or projects.
What We’re Looking For
- 5+ years’ experience in a lead IT support function with a minimum 12+ years of experience
- MCSE / MCA, CompTIA A+, CCNA, ACSP, CITP or related certifications
- 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)
- Solid understanding of ITIL processes; ITIL Foundation certification a plus.
- Experience with ServiceNow or similar ITSM tools.
- Hands-on skills in networking (Cisco), virtualisation (VMware), and cloud platforms (MS Azure).
- Strong problem-solving skills, customer focus, and a collaborative mindset.
- Excellent communication skills, with the ability to work effectively across geographies.
Why Join Us?
- Be part of a global company with a friendly, close-knit Irish team within a global team
- Next-generation infrastructure in a robust and scalable IT environment with no legacy apps
- Little to no out-of-hours responsibilities with work-life balance supported by predictable hours
- Work in a brand-new, modern office space.
- Casual dress code
- Hybrid working after probation.
- 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.
For any questions regarding this exciting opportunity, please do not hesitate to contact us: Email: [email protected] Phone: +353 1 669 4040 quoting Job Reference: BBBH26053
