Enterprise Service Manager - Dublin 3 (BBBH3191) Dublin City Centre, Republic of Ireland

Overview of Role
Ergo is seeking an Enterprise Service Manager - Service Desk (SD) Team Lead for a permanent role. Working
with our esteemed global enterprise clients across Financial, Life science & Public sectors in a highly
complex, challenging and most rewarding role. You will join an existing high-performance team of SM’s and
will lead SD (L1/L2/L3) supporting portfolio of ITSM, IT/Infrastructure, Service Integration and Management
(SIAM), Vendor partner teams. This will be in line with Managed Service (MS) - Business Unit, client business
requirements (Fit for Purpose & Fit for use) based on overall maturity of operations & service delivery
landscape and enhancing the value across (People, Process, Tool & Infrastructure, Financials) aspects of the
portfolio. The individual is expected to have very good understanding of Ergo managed services capabilities
and the assigned accounts portfolio of service offering.
Role & Responsibilities:
  • Lead and manage Service Desk teams (L1, L2, L3) across enterprise accounts, overseeing IT Service Management (ITIL), SIAM, vendor partners, and steady-state operations, service delivery, and projects.
  • As a people manager, you’ll be responsible for regional and global ITIL process leads and team performance, including recruitment, onboarding, development plans, succession planning, and appraisals.
  • Strong knowledge of ITSM, SIAM, IaaS, PaaS, and managed service provider (MSP) setups, applying ITIL best practice to deliver excellent service.
  • Work closely with cross-functional teams (SDMs, TAMs, Directors, PMO, Product Managers, Solution Architects) to design and drive service operations, transitions, and continuous improvements.
  • Own the hiring strategy and manage the full employee lifecycle, ensuring compliance with HR, legal, risk, and contractual requirements.
  • Oversee onboarding and training programmes in partnership with trainers, quality analysts, and knowledge managers.
  • Manage operational and contractual metrics (KPIs, SLAs, OLAs), including billing, utilisation, attrition, employee engagement, incident response, telephony, CSAT, QA, availability, patch compliance, and Lean/Six Sigma projects.
  • Identify and escalate P1/P2 incidents, support major incident management, root cause analysis, and knowledge/change management following ITIL processes.
  • Ensure timely escalation and resolution of issues by coordinating with technical teams, vendors, and client stakeholders.
  • Communicate complex technical information clearly and effectively to customers and stakeholders; provide constructive feedback to internal and external teams.
  • Plan and deliver disaster recovery and business continuity exercises in line with RTO/RPO timelines.
  • Drive cost optimisation to support account revenue and gross margin.
  • Foster a culture of trust, respect, inclusivity, and openness to new ideas while developing high-performing teams.

Thought Leadership:
  • Driven by key leadership principles of (1. Customer obsession, 2. Think Big, 3. Ownership, 4. Dive Deep, 5. Invent and simplify, 6. Deliver Results, 7. Earn Trust, 8. Hire & Develop the best, 9. Disagree & commit, 10. Frugal).

External Learning & Engagement:
  • Commit to ongoing personal development by staying up to date with industry trends and emerging technologies to offer proactive advice to internal teams, clients, and vendor partners.
  • Drive continual service improvements across operational and contractual metrics (KPIs, OLAs, SLAs) using Lean, Six Sigma, and innovative tech solutions. Collaborate closely with SDM and TAM to enhance the Service Catalogue.
  • Focus areas include improving employee retention, incident response and resolution rates, timely escalation, quality assurance, patch management, availability, problem ticket reduction, and knowledge base enhancements.
  • Ensure compliance with corporate quality, risk, and regulatory frameworks (ISO 9001, ISO 20000, ISO 27001, NIST, SOC 2/3, GDPR) by identifying nonconformities and implementing necessary controls and mitigation plans.
  • Possess sound financial understanding of Service Desk billing, costs, revenue, and gross margin.
  • Optimise workforce management by maximising productive hours within total production hours, adhering to local labour laws, and ensuring optimal resource utilisation.
  • Analyse Service Desk data and convert it into actionable insights using tools such as Microsoft BI, Tableau, ServiceNow Power Analytics, and dashboards.

Governance:
  • Practice & adhere to our 3 Tier Governance model. Contribute to account service delivery (WBR/MBR/QBR) .pptx decks and represent SD (L1 L2, L3) in internal & external business reviews.
  • Partner & collaborate with Transition, Project manager to have seamless transition of all inflight/upcoming projects into SD (L1, L2, L3).
 
Skills, Qualifications & Experience Required:

Essential Skills:
  • 5+ years of total experience in Enterprise Technical support, working with Tier1/Tier2 MSP organization.
  • Latest 2+ years of people manager experience in leading SD (L1, L2, L3) teams regionally or globally.
  • Exposure & experience in ITSM (ServiceNow/BMC Remedy/Helix), SIAM, IaaS, PaaS, ITSM application (ServiceNow, BMC Remedy) manged services portfolio.
  • Hands on experience in leading SD (L1, L2, L3) Technical support operations regionally & globally.
  • Experience in improving operational metrics, contractual (KPI’s, OLA’s, SLA’s). Exposure to risk & compliance audits, annual BCP & DR exercises.
  • Developed and presented SD (L1, L2, L3) slides in WBR/MBR/QBR decks, with actionable insights.
  • Exposure to AV communication & collaboration technologies (Telephony, MS Teams, Zoom, Slack).
  • Critical thinking, RCA, problem-solving skills including ability to think strategically & act tactically.
  • Dealing with ambiguity, well organised, excellent prioritisation, communication & interpersonal skills.
  • Ability to work under pressure, tight timelines and deliver business outcomes.
  • Hands on experience with O365, MS (Word, Excel PowerPoint, Visio, Projects, SharePoint, Teams).
  • Ability to look at data and transform it into information with actionable insights via MS BI, Tableau, ServiceNow (Power Analytics), Reporting & Analytics reports/dashboards/visuals.
  • Good understanding of Labour laws, Production (vs) Productive hours, Financials (Billing, Cost, Revenue, Gross Margin)

Basic Qualifications & Technical Skills (Trained, Tested & Certified):
  • Bachelors– (Computer science / IT/ Engineering).
  • ITIL - V4 Foundation certified.
  • Hands on experience with O365, MS (Word, Excel, PowerPoint, Visio, SharePoint, Teams).
  • Exposure to Lean & Six Sigma, PMP, Agile/DevOps methodologies.
  • Exposure to VMWare, Citrix Virtualisation Technologies.
  • Exposure to Windows Server (Active Directory, MS Exchange, O365), Virtualisation technologies (VMware, Citrix), MS – (Azure, Intune, Defender).
  • Exposure to Data Centre operations (On Premise, Public, Hybrid) requests, incidents, h/w upgrades.
  • Exposure to Networks infrastructure (LAN/WAN, AP, Routers, Switches).
  • Ability to work in Ireland:
  • Irish/European – Citizen (OR) Stamp4 Visa holder.


Desirable Qualifications

  • Masters – (Computer Science / IT/ Engineering).
  • Degree in Business Administration / MBA.
  • Citrix Certified Associate, VMware Certified - Cloud Infrastructure Administrator.
  • MS Azure Fundamentals certificates.
  • AWS cloud practitioner, MCSE, CCNA certified.
  • Lean & Six Sigma certified

About Us
As Ireland’s largest IT Solutions Provider, with a growing global footprint, ergo has a depth of expertise
across managed services (IT & Hardware), cloud, applications & software services, IT Resourcing, and modern work. Our recent technology awards are a testament to our commitment to delivering top-notch IT solutions. These achievements highlight our team's dedication and expertise, displaying our leadership in the industry.
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