Senior Onsite IT Support Lead — End User Services

BNY; Dublin; On-site; EUR 65,000 - 90,000; Full time

Job summary

BNY seeks a Lead Onsite IT Support Engineer in Dublin to join the End User Services team. You’ll deliver advanced onsite 2nd line support, act as the senior escalation point, and lead resolution across groups while mentoring junior engineers.

You’ll oversee device provisioning, asset tracking, and lifecycle management, ensuring data quality in ticketing systems and driving improvements aligned to business objectives.

Qualifications

• Bachelor’s degree in a related field or equivalent work experience.
• Experience in technical support, deskside support, or end-user services.
• Experience in a senior or lead capacity handling escalations and incidents.
• Strong onsite/deskside and 2nd line support experience with device management.
• Mentoring junior team members and leading local support activities.

Responsibilities

• Provide advanced onsite 2nd line technical support for Dublin end users.
• Act as senior escalation point for complex desk-side and site issues.
• Lead resolution efforts across teams and keep users informed to completion.
• Oversee device provisioning, deployment, asset tracking and lifecycle management.
• Maintain accurate updates in ticketing and asset systems for data quality.
• Support process improvements, documentation and knowledge articles.
• Drive service improvements through trend analysis and fewer repeats.
• Provide technical leadership and coaching to junior engineers.
• Build strong stakeholder relationships and deliver high-quality support.

Skills

Onsite support

2nd line

Leadership

Stakeholder mgmt

Coaching

Education

Bachelor's degree

Tools

Ticketing systems

Asset management

Job description

BNY seeks a Lead Onsite IT Support Engineer in Dublin to join the End User Services team. You’ll deliver advanced onsite 2nd line support, act as the senior escalation point, and lead resolution across groups while mentoring junior engineers.

You’ll oversee device provisioning, asset tracking, and lifecycle management, ensuring data quality in ticketing systems and driving improvements aligned to business objectives.