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

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  Own the day-to-day operation of the IT Service Management function across Pinergy’s energy supply and commercial solar businesses
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  Operationalise ISMS and IT policies that are drafted but not yet fully implemented, working in close partnership with the IT team and partners.
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  Administer and improve Service Management/ticketing platform as the active ITSM platform — owning queues, workflows, SLA rules, dashboards, and the self-service knowledge base
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  Act as the Problem Process Owner: lead root cause analysis and drive permanent fixes through the change process
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  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
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  Manage the incident lifecycle including triage, severity classification, escalation, and Major Incident response
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  Own the day-to-day operational relationship with Pinergy’s MSP, who provide desktop and server support and other outsourced partners.
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  Coordinate with the Cloud & Security Specialist on all security-related operational matters. Ensure security incidents identified through the service desk are escalated promptly
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  Mentor the IT Support Analyst, ensuring consistent ITIL-aligned ways of working across the IT support function
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  Support the annual review cycle for ISMS policies
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  Maintain process documentation, work instructions, and the IT service catalogue

Qualifications and Experience

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  ITIL 4 Foundation certification essential; ITIL 4 Practitioner or Managing Professional desirable
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  Strong experience in an IT Service Management or IT Operations role with demonstrable ownership of incident, problem, and change management processes
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  Strong Office 365 / Entra administration experience
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  Hands-on experience administering Jira Service Management or an equivalent ITSM platform; configuring workflows, SLA rules, queues, and dashboards
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  Experience working with ITSM and security policies in a growing organisation, not just operating within an established framework