EMEA IT Operations Leader | Service Desk & Infrastructure

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

Job summary

SOTI, based in Galway, Ireland, is seeking an IT Operations Lead (EMEA) to oversee IT operations across the region. The role includes leading the Service Desk, providing technical leadership, and acting as a senior escalation point for IT issues across multiple offices.

You will work with colleagues in EMEA, Canada, and APAC to drive operational excellence, implement improvements, and deliver reliable IT services while maintaining security and compliance standards.

Qualifications

• Degree or Diploma in Computer Science, Information Technology, or equivalent.
• 5+ years of experience supporting IT and end users in a corporate environment.
• Previous Team Lead or IT Operations leadership experience.
• Experience leading support teams and managing technical projects.

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 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 process improvements and performance metrics.
• Manage hardware procurement, inventory, lifecycle management, and asset tracking across EMEA offices.
• Support and administer Microsoft technologies including Office 365, Azure, Active Directory.
• Oversee infrastructure maintenance, upgrades, and ongoing optimization.
• Ensure security, compliance, data protection, and adherence to IT controls.
• Plan and deliver IT projects and operational improvements.
• Collaborate with global IT teams to support regional objectives.
• Produce operational reports and identify opportunities for automation.
• Ensure a high-quality end-user experience across all locations.

Skills

Team Leadership

IT Operations

Stakeholder Communication

Vendor Management

Problem Solving

Process Improvement

Education

Degree or Diploma in Computer Science/IT

Tools

Windows Server

Windows 11

Microsoft 365

Azure

Active Directory

SSO

SCCM

Hyper-V

VPN

Endpoint Security

Job description

SOTI, based in Galway, Ireland, is seeking an IT Operations Lead (EMEA) to oversee IT operations across the region. The role includes leading the Service Desk, providing technical leadership, and acting as a senior escalation point for IT issues across multiple offices.

You will work with colleagues in EMEA, Canada, and APAC to drive operational excellence, implement improvements, and deliver reliable IT services while maintaining security and compliance standards.