| Job Title: Enterprise Service Manager – Service Desk Team Lead – Dublin 2 |
| Contract/ Permanent: – Permanent – Fully Onsite |
| Location: Dublin 2 |
Overview: Ergo is the largest privately-owned IT services provider in Ireland, headquartered in Dublin, with offices in Cork and Limerick as well as the UK and US. You will be joining an innovative company made up of over five hundred enthusiastic professionals from various diverse backgrounds. We serve more than four hundred companies and over 250,000 end users across six continents so by working with Ergo, you will work at the leading edge of IT projects in Ireland and work at a company who has established a culture centred around a sense of community, empowerment and belonging.
Ergo are currently seeking an Enterprise Service Manager – Service Desk (SD) Team Lead for a permanent role. You will be based in Dublin 2 with our client working with our esteemed global enterprise clients across various 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, Management (SIAM) and 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 portfolio. |
Role & Responsibilities:
- As a Service Manager – Service Desk Team Lead (L1, L2, L3), you are in a client facing onsite role for the assigned enterprise accounts (IT Service Management (ITIL), IT/Infrastructure, SIAM, vendor partners) portfolio, consisting of steady state operations, service delivery & Inflight projects.
- Being people manager, you will lead entire SD (L1, L2, L3), ITIL process leads regionally/globally.
- Provide required support to SDM’s, Account-TAM, Director of operations & delivery, Director of Sales, PMO, Transitions, product manager, solutions architect & other cross functional teams. This is to build right SD (L1, L2, L3) solutions & drive Service (Design, Transition, Operations & Delivery, Continual improvements) to deliver service excellence.
- Manage hiring to exit life cycle, Ergo & account specific training, performance & Development plans and for all employees.
- Support team progression and foster an Inclusivity, diversity & equality (IDE) culture.
- Own account SD (L1, L2, L3) portfolio service delivery regionally & globally, with required partnership & collaboration across account SDM’s, TAM’s, internal/external resolver teams across all areas of the business
- Accountable & responsible for all SD (L1, L2, L3) internal operational metrics, external contractual metrics (KPI’s, OLA’s & SLA’s), drive continual improvement projects with innovative tech solutions.
- Identify opportunities to improve Service Desk capability and the landscape across (People, Processes, Tools & Infrastructure, Financial) aspects.
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).
- As part of account Service Desk leadership team, advise internal teams, ITIL process leads, TAM, Program/Project/Product managers, professional service teams, external (client, vendors, third party service providers) on overall accounts SD (L1, L2, L3) landscape.
- Owning external learnings (latest & evolving SD landscape, technologies, operating model (Office/WFH, Hybrid/WFC) Industry best practices) by attending Leadership/Corporate events.
External Learning & Engagement:
- Invest in own learning curve, stay informed of industry trends & emerging technologies to provide proactive advice to internal, clients & vendor partners.
- Bring external learning and guide/coach larger Ergo, clients and partner vendors to improve overall MS Service Desk operations & service delivery.
- Coordinate with external & partner vendors teams as needed, to address any technical issues. Ensure timely resolution to any critical (Incidents, problems, unplanned events, outages & maintenance activities) causing disruptions to SD (L1, L2, L3) service delivery.
- Implement Process knowledge test (PKT) to measure, track and improve SD (L1, L2, L3) capabilities.
- Work on monthly volumes, repeat incidents & associated problem ticket analysis, to drive required.
Financial Acumen:
- SD (L1, L2, L3) scope changes, Organic/Inorganic growth, Contract Change Notice (CCN) to SOW/MSA.
- Good understanding of SD (L1, L2, L3) Financials (Billing, Cost, Revenue, Gross Margin).
Work Force Management, Reporting & Analytics:
- Drive required SD (L1, L2, L3) productive hours out of total production hours, in line with solution & local labour laws.
- Drive required SD (L1, L2, L3) productive hours out of total production hours, in line with solution & local labour laws.
- Ability to look at SD (L1, L2, L3) data and transform it into information with actionable insights using, Microsoft BI, Tableau, ServiceNow (Power Analytics), reports, dashboards & visuals.
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Skills, Qualifications & Experience Required:
- Three plus years of total experience in Enterprise Technical support, working with Tier1/Tier2 organization in an MSP setup.
- Latest 2+ years of people manager experience in leading SD (L1, L2, L3) teams regionally or globally.
- Exposure & experience to ITSM, 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).
- Developed and presented SD (L1, L2, L3) slides in WBR/MBR/QBR decks, with actionable insights.
- Exposure to various IT Infrastructure hardware, software technologies, for example Network(LAN/WAN, AP, Routers, Switches, Network Racks), Server (Server Racks), Windows Server (ActiveDirectory, MS Exchange, O365), MS Intune (advanced endpoint management and security – MDM/MAM), Storage (SAN) & Backup (Veeam), Security (Antivirus, MS Defender, Varonis, Sentinel).
- Exposure to Virtualisation technologies (VMware, Citrix). Patch management & compliance (Servers & EUD). Data Centres Operations support (On-premises, public, hybrid) cloud.
- Exposure to Audio/Video communication & collaboration technologies (MS Teams, Zoom, Slack),- Managed Print services, etc.
- Critical thinking, RCA, problem-solving skills including ability to think strategically & act tactically.
- Dealing with ambiguity, well organized, excellent prioritization, communication & people skills.
- Efficiently managing multiple conflicting tasks and priorities to ensure that internal, external stakeholder expectations are met/exceeded.
- Ability to work under pressure, tight timelines and deliver business outcomes.
- Understanding the industry in which customer operates and provide tailored technological solutions.
- Hands on experience with O365, MS (Word, Excel PowerPoint, Visio, Projects, SharePoint, Teams).
- Ability to manage customer conflicts and find satisfactory resolutions with required partnership & collaboration across relevant teams.
- Good understanding of Labour laws, Production (vs) Productive hours, Financials (Billing, Cost, Revenue, Gross Margin)
- Good understanding of the Ergo MS portfolio, capabilities, and service offering, to effectively communicate with both technical and non-technical stakeholders.
- Thinking outside the box to execute innovative solutions to complex problems.
Basic Qualification & Technical Skills (Trained, Tested & Certified):
- Third level Qualification – (Computer Science / IT/ Engineering preferable).
- 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 Virtualization 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,
- host/rack level decommission.
- Exposure to Networks infrastructure (LAN/WAN, AP, Routers, Switches).
Ability to work in Ireland:
- Irish/European – Citizen (OR) Stamp 4 Visa holder.
Desirable Qualification
- Degree in Business Administration
- ITIL – V3/V4 Foundation certified.
- Citrix Certified Associate, VMware Certified – Cloud Infrastructure Administrator.
- MS Azure Fundamentals certificates.
- AWS cloud practitioner, MCSE, CCNA certified.
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