IT Service Desk Manager, EMEA

Toast Tab, Inc.; Dublin; On-site; EUR 75,000 - 95,000; Full time

Job summary

A fast-growing technology company in Dublin seeks a Service Desk Manager to lead the IT support team and oversee service desk operations. The role involves managing IT projects across the EMEA region and ensuring high levels of customer satisfaction. Candidates should have over 5 years' experience in IT management and strong communication skills.

Qualifications

• 5+ years of management experience leading an IT support or service desk team.
• Exceptional communication and interpersonal skills.
• Proven expertise in IT service management principles.

Responsibilities

• Lead, mentor, and manage the Dublin IT support team.
• Own execution and delivery of EMEA IT projects.
• Oversee service desk operations ensuring timely resolution of issues.

Skills

IT service management principles

Communication skills

Problem-solving

Customer service

Data analysis

Tools

ServiceNow

Google Workspace

Zoom

Slack

Okta

Job description

Toast is driven by building the restaurant platform that helps restaurants adapt, take control, and get back to what they do best: building the businesses they love.

Toast is a rapidly growing, innovative technology company empowering restaurants of all sizes to build great guest experiences and run their operations smoothly. We're on a mission to be the all-in-one platform for the restaurant industry, and our IT team across EMEA plays a vital role in supporting our internal teams as we continue to scale and innovate. Our culture is fast-paced, collaborative, and customer-focused, and we value individuals who are proactive, problem-solvers, and passionate about technology.

The IT Operations team at Toast is the backbone of our technology infrastructure, dedicated to providing exceptional support and seamless operations for our employees. We are a dynamic and collaborative group that values proactive problem-solving, strong communication, and a commitment to continuous improvement. As we expand our global footprint, we are looking for a dedicated and experienced Service Desk Manager to lead our support efforts in the EMEA region.

This is a non-remote position, and you will be required to work in our Dublin office 5 days per week.

About this role (Responsibilities)

• Lead, mentor, and manage the growing Dublin IT support team, fostering a culture of high performance and professional growth to support Toast’s EMEA expansion.
• Own the execution and delivery of EMEA IT projects, including office fit-outs and infrastructure upgrades, while managing vendor relationships to ensure on-time delivery.
• Serve as a key IT partner for regional leadership, effectively communicating team progress and strategic initiatives to help achieve overarching EMEA business goals.
• Oversee all service desk operations, ensuring timely resolution of technical issues and a high level of customer satisfaction across the region.
• Manage the full asset lifecycle for all hardware and software in EMEA, including procurement, deployment, maintenance, and end-of-life processes.
• Be responsible for the maintenance of all conference room technology and AV systems, and ensure the success of all on-site corporate events by coordinating required IT support.
• Develop and maintain proactive, metric-driven strategies to continuously improve service delivery, operational efficiency, and the overall user experience.
• Act as a strong collaborator with global IT teams and business units, while also providing hands-on service desk support to executives and employees.

Do you have the right ingredients? (Requirements)

• 5+ years of management experience leading an IT support or service desk team.
• Proven expertise in IT service management principles and tools, with hands-on experience using ServiceNow.
• In-depth knowledge of conference room technology and AV systems.
• Experience with asset lifecycle management for a large, distributed user base.
• Experience with our core technology stack: Google Workspace, Zoom, Slack, and Okta.
• Experience with employee performance management, with ability to raise the bar and deliver honest and constructive feedback.
• Exceptional communication and interpersonal skills, with a track record of effective collaboration across diverse teams and regions.
• A proactive, metric-driven mindset with the ability to analyze data and use it to drive improvements.
• Customer service focused, providing white glove service to executives and all levels of user base.

Special Sauce (non-essential skills, nice to have)

• IT certifications (e.g., ITIL, CompTIA A+, Network+, Security+).
• Experience in a high-growth technology company.

Travel

• Expect approximately 10-15% travel across the EMEA region to support multiple office locations and assist with the setup of new offices as Toast expands.

At Toast we’re Hungry to Build and Learn. We believe learning new AI tools empowers us to build for our customers faster, more independently, and with higher quality.

Our total rewards package goes beyond great earnings potential and provides the means to a healthy lifestyle with the flexibility to meet Toasters’ changing needs.

Diversity, Equity, and Inclusion is Baked into our Recipe for Success

At Toast, our employees are our secret ingredient—when they thrive, we thrive. The restaurant industry is one of the most diverse, and we embrace that diversity with authenticity, inclusivity, respect, and humility.

We are committed to creating an accessible and inclusive hiring process. As part of this commitment, we strive to provide reasonable accommodations for persons with disabilities to enable them to access the hiring process.

For roles in the United States, It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment.