Team Lead, IT Operations EMEA

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 is committed to providing its employees with endless possibilities; learning new things, working with the latest technologies and making a difference in the world.

SOTI does not charge any fees at any stage of the recruitment process. You can verify the authenticity of any SOTI job opportunities by visiting SOTI Careers. SOTI shall not be liable for any fraudulent recruitment activities carried out by unauthorized individuals or organizations.

Office: Galway, Ireland (Hybrid)

Employee type: Employee

Languages: English (fluent)

Our people are our most important resource. We are currently looking for an IT Operations Lead (EMEA) to join our global IT organization. In this role, you will lead IT Operations across the EMEA region, ensuring the delivery of reliable, secure, and high-quality IT services while supporting business users across multiple offices.

As the IT Operations Lead, you will oversee Service Desk operations, provide technical leadership to the regional support team, and act as a senior escalation point for IT support issues. Working closely with colleagues across EMEA, Canada, and APAC, you will play a key role in driving operational excellence, continuous improvement, and the successful delivery of IT services.

Being part of our growing team, you will have the opportunity to work with modern technologies, contribute to strategic IT initiatives, and make an impact on how technology supports our business across the region.

The People

From our humble origins in our founder's basement to our industry-leading position today, SOTI has worked hard to foster a company culture we can all believe in. A culture that emphasizes personal growth, continuous innovation, collaboration, and fun.

The Growth

Our environment encourages fresh ideas, new perspectives, and the opportunity to turn them into reality. At SOTI, you will have the opportunity to lead meaningful initiatives, influence regional IT strategy, and develop both your leadership and technical capabilities.

The Technology

You will work with enterprise-scale Microsoft infrastructure and modern IT operations technologies, supporting users across an international organization. You will collaborate with highly skilled teams globally while helping shape the future of IT service delivery across EMEA.

What You Will Do

• 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.

Experience You Will Bring

• 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.
• Hands-on experience with:
  • Windows Server and Windows 11 environments
  • Microsoft 365 administration (Exchange, Teams, SharePoint)
  • Azure administration
  • Active Directory and Single Sign-On (SSO)
  • SCCM and endpoint/device management
  • Network technologies including TCP/IP, DNS, DHCP, and VPN
  • Virtualization technologies such as Hyper-V
  • Endpoint security, encryption, and IT security best practices
  • Service Desk and ticket management systems
  • Hardware troubleshooting and lifecycle management
• Experience managing vendor relationships and technology procurement.
• Excellent analytical, troubleshooting, and problem-solving abilities.
• Strong written and verbal communication skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Self-motivated, proactive, and focused on continuous improvement.

Use of Artificial Intelligence in Hiring

SOTI uses AI tools to support parts of our recruitment process, such as reviewing resumes, screening qualifications, and creating interview questions. These tools assist our team. Final hiring decisions are made by people, not automation. For privacy-related questions, please contact [e-mail].