IT Service Management Lead

Background Pinergy is hiring an IT Service Management function in line with ITIL 4. Reporting directly to the Head of IT, the ITSM Manager will be a key hire — both building out the operational ITSM framework and running it day-to-day, with active hands-on involvement in technical support and incident resolution as part of a small, collaborative IT team. This is a player-coach role for someone who wants to take a comprehensive set of drafted ISMS and IT policies and turn them into live, working processes, while remaining close to the technology and the day-to-day issues affecting the business. This is a hybrid role based in our Clonskeagh office and will require occasional travel to the Enniscorthy office. Key Responsibilities as ITSM Manager Own the day-to-day operation of the IT Service Management function across Pinergy’s energy supply and commercial solar businesses Operationalise ISMS and IT policies that are drafted but not yet fully implemented, working in close partnership with the IT team and partners. Administer and improve Service Management/ticketing platform as the active ITSM platform — owning queues, workflows, SLA rules, dashboards, and the self-service knowledge base Act as the Problem Process Owner: lead root cause analysis and drive permanent fixes through the change process Provide hands-on technical support and incident resolution alongside the IT Support Analyst, particularly during major incidents, periods of high demand, or staff absence — this role is both managerial and hands-on Manage the incident lifecycle including triage, severity classification, escalation, and Major Incident response Own the day-to-day operational relationship with Pinergy’s MSP, who provide desktop and server support and other outsourced partners. Coordinate with the Cloud & Security Specialist on all security-related operational matters. Ensure security incidents identified through the service desk are escalated promptly Mentor the IT Support Analyst, ensuring consistent ITIL-aligned ways of working across the IT support function Support the annual review cycle for ISMS policies Maintain process documentation, work instructions, and the IT service catalogue Qualifications and Experience ITIL 4 Foundation certification essential; ITIL 4 Practitioner or Managing Professional desirable Strong experience in an IT Service Management or IT Operations role with demonstrable ownership of incident, problem, and change management processes Strong Office 365 / Entra administration experience Hands-on experience administering Jira Service Management or an equivalent ITSM platform; configuring workflows, SLA rules, queues, and dashboards Experience working with ITSM and security policies in a growing organisation, not just operating within an established framework