EMEA IT Operations Lead - Service Desk & Growth

SOTICAN SOTI; Galway; Hybrid; EUR 90,000 - 120,000; Full time

Job summary

SOTI in Galway, Ireland is seeking an IT Operations Lead (EMEA) to oversee day-to-day IT operations, Service Desk activities, and regional projects. You will lead a multinational team across EMEA, Canada, and APAC, delivering reliable, secure IT services and maintaining high end-user satisfaction.

The role emphasizes operational excellence, automation, and continuous improvement, with exposure to Microsoft 365, Azure, and Windows environments.

Qualifications

• Degree or Diploma in Computer Science, Information Technology, or equivalent work experience.
• 5+ years of experience supporting IT and end users in a corporate environment.
• Previous Team Lead, Supervisor, or IT Operations leadership experience.
• Proven experience leading support teams and managing technical projects.
• Strong customer-service mindset with the ability to communicate effectively with both technical and business stakeholders.

Responsibilities

• Lead day-to-day IT Operations and Service Desk activities across the EMEA region.
• Coordinate and prioritize workloads, ensuring tickets and requests are resolved within agreed service levels.
• Provide leadership, coaching, mentoring, and performance support to Service Desk team members.
• Serve as the senior escalation point for complex technical issues.
• Drive service excellence through quality reviews, process improvements, and maintain and improve IT operational processes, tools, standards, and performance metrics.
• Manage hardware procurement, inventory, lifecycle management, and asset tracking across EMEA offices and maintain relationships with external technology vendors and suppliers.
• Support and administer Microsoft technologies including Office 365, Azure, Active Directory, and Windows environments.
• Oversee infrastructure maintenance, upgrades, and ongoing optimization.
• Ensure security, compliance, data protection, and adherence to internal IT controls.
• Plan and deliver IT projects, infrastructure improvements, and operational initiatives.
• Collaborate with global IT teams in Canada and APAC to support regional and company-wide objectives.
• Produce operational reports and identify opportunities for automation and efficiency improvements.
• Ensure a consistent, high-quality end-user experience across all supported locations.

Skills

Leadership

Communication

Project management

Vendor management

Customer service

Multi-stakeholder coordination

Education

Bachelor's degree in Computer Science or related field

Tools

Windows Server

Windows 11

Microsoft 365

Azure

Active Directory

SSO

SCCM

Job description

SOTI in Galway, Ireland is seeking an IT Operations Lead (EMEA) to oversee day-to-day IT operations, Service Desk activities, and regional projects. You will lead a multinational team across EMEA, Canada, and APAC, delivering reliable, secure IT services and maintaining high end-user satisfaction.

The role emphasizes operational excellence, automation, and continuous improvement, with exposure to Microsoft 365, Azure, and Windows environments.