IT Service Operations Lead (EMEA & APAC)

Location: Hybrid role based in Dundalk, Ireland, combining remote work with on-site presence. Candidates must be eligible to work full-time in Ireland without limitations.

Company

hirify.global provides global talent mobility services, helping organizations place employees in locations around the world.

What you will do

• Coordinate IT service operations and regional support coverage across EMEA and APAC business hours.
• Act as the primary escalation point for business users, contractors, and global IT support teams.
• Monitor ticket queues, prioritize incidents, support SLA adherence, and maintain high-quality ticket documentation.
• Coordinate incident response, executive escalations, user communications, and service-impacting events.
• Guide a small regional contractor team and coordinate work with overseas technicians.
• Identify recurring issues and service gaps while improving handoffs with North American IT teams.

Requirements

• Experience in IT service desk, IT operations, desktop support, or technical support coordination.
• Strong understanding of ticketing systems, incident handling, escalation processes, and SLA expectations.
• Ability to coordinate work across multiple regions, time zones, and support teams.
• Experience supporting Microsoft 365, Windows, identity and access issues, endpoints, collaboration tools, and enterprise applications.
• Strong communication, prioritization, customer service, and independent problem-solving skills.
• Eligible to work full-time in Ireland without limitations.

Nice to have

• Experience supporting EMEA or APAC users in a global IT environment.
• Experience guiding contractors, vendors, or distributed technical support resources.
• Familiarity with ITIL, incident management, request fulfillment, and problem management.
• Experience with executive escalations and reporting on ticket volumes, SLA performance, backlogs, and recurring trends.

Culture & Benefits

• Hybrid work combining remote work with on-site collaboration in the Dundalk office.
• Regional work during EMEA and APAC business hours with limited real-time North American support.
• Work in a global IT environment supporting users, contractors, vendors, and distributed teams.
• People-first culture grounded in truth, love, integrity, and high service standards.