EMEA IT Operations Lead – Service Desk & Infra

SOTI; Galway; Hybrid; EUR 85,000 - 130,000; Full time

Job summary

SOTI Galway is seeking an IT Operations Lead to steer IT operations across the EMEA region from Galway. You will lead Service Desk, guide regional support, and act as escalation point for complex issues, while collaborating with global teams to drive efficiency.

You will manage hardware lifecycle, maintain security/compliance, and deliver IT projects across multiple offices, enabling high-quality user experiences.

Qualifications

• Degree 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.
• Hands-on experience with Windows Server and Windows 11 environments, Microsoft 365 administration, Azure administration, Active Directory and SSO, SCCM and endpoint management, network technologies, virtualization (Hyper-V), endpoint security, service desk tools, and hardware lifecycle management.

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 maintaining IT operational processes, tools, standards, and performance metrics.
• Manage hardware procurement, inventory, lifecycle management, and asset tracking across EMEA offices; maintain relationships with vendors/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/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

IT Operations

Team Leadership

Customer Service

Communication

Project Management

Problem Solving

Vendor Management

Education

Degree in Computer Science or IT

Tools

Windows Server

Microsoft 365

Azure

Active Directory

SCCM

VPN

Hyper-V

IT Security

Job description

SOTI Galway is seeking an IT Operations Lead to steer IT operations across the EMEA region from Galway. You will lead Service Desk, guide regional support, and act as escalation point for complex issues, while collaborating with global teams to drive efficiency.

You will manage hardware lifecycle, maintain security/compliance, and deliver IT projects across multiple offices, enabling high-quality user experiences.