The OpportunityWe are seeking a highly capable and organized Service Desk Team Lead to coordinate the daily operations of our service desk team.
This pivotal role involves leading all aspects of service desk delivery, including incident and request management within ServiceNow, ensuring compliance with SLAs, and supporting seamless onboarding and offboarding processes.
The successful candidate will also be responsible for IT hardware stock control, regular service desk metrics reporting, and ensuring the ServiceNow platform is effectively managed and updated.
This role will be solely responsible for the configuration and ongoing development of ESW's strategic IT platform, ServiceNow.
The role will work in partnership with the Service Desk Team Lead responsible for service desk outside of Dublin, ensuring aligned ways of working under the Senior Manager of IT Operations.
ResponsibilitiesService Desk Operations and Platform Management Oversee and handle service desk incidents and requests using ServiceNow.Monitor and ensure compliance with Service Level Agreements (SLAs), escalating issues when necessary.Develop and refine processes to enhance service desk efficiency and user satisfaction.Be the SME for ServiceNow and ensure it is continually developed and improved to industry best practice to deliver agreed business outcomes from the IT Transformation program.Team Management Lead, mentor, and motivate the service desk team, fostering a culture of continuous improvement and accountability.Manage team schedules, workload distribution, and conduct performance reviews.Provide training and guidance to team members, ensuring consistent and high-quality service delivery.User Management Oversee the onboarding and offboarding processes, ensuring smooth transitions for new hires and departing staff.Collaborate with HR and other departments to deliver timely IT services and equipment.Stock Control Manage IT hardware inventory, maintaining accurate stock records and ensuring timely replenishment.Oversee the allocation and retrieval of IT equipment, ensuring proper tracking and documentation.Metrics and Reporting Prepare and present bi-monthly service desk metrics reports, covering performance against SLAs, ticket trends, and team productivity.Leverage data insights to recommend and implement service improvements.RequirementsProven experience within an IT service desk environment.Strong proficiency with ServiceNow.Solid understanding of incident, problem, and request management processes.Familiarity with hardware lifecycle management.Outstanding organizational skills and attention to detail, especially in stock control and documentation.Excellent communication skills, both written and verbal.Ability to analyze data and derive actionable insights from metrics.Relevant IT certifications such as ITIL Foundation, ServiceNow, or Microsoft certifications.Experience with automation tools to streamline service desk processes.About ESWOur purpose is simple: to create moments that matter between people and the brands they cherish.
We enable brands to expand their global reach, facilitating simple and seamless ecommerce experiences for consumers worldwide.
Through our integration solutions, we deliver a complete international checkout experience, including local duties, taxes, fulfilment, delivery management, and global returns and payment processing capabilities.
Guided by our values—Own It, Champion Simplicity, Win as One, and Debate then Commit—we strive to foster innovation, accountability, and teamwork, creating solutions that inspire trust and drive impactful results.
Why join us?Competitive salary and benefits: Your financial well being is important to us.
Join ESW and experience the satisfaction of being rewarded for your hard work, dedication and commitment.Professional and personal development: Find your spark and leave your mark.
We will ensure your talent is nurtured and cultivated for growth and success throughout your career with ESW.Hybrid Working: Our Hybrid Working Model empowers you to embrace the flexibility of hybrid working and enjoy the best of office and remote work.Diversity, Belonging & Inclusion: When we win, we win together.
You'll be part of a culture that values every individual for who they are, fostering an environment where uniqueness is encouraged.ESW is an equal opportunity employer, and we're proud of our ongoing efforts to foster diversity, equity, & inclusion in the workplace.
Individuals seeking employment and employees at ESW are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status, or any other characteristic protected by applicable law.
If you require any reasonable accommodations or adjustments throughout the hiring process, please let us know.
We are dedicated to ensuring equal access and opportunity for all candidates.
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