IT Project Manager

IT Support Manager – International Bank

Location: Dublin (Hybrid)

Experience: 5+ years

Elevate Partners are working with an international bank to recruit an experienced IT Support Manager for their Dublin office. This role will oversee the delivery of high-quality IT support services to end-users, ensuring operational stability, regulatory compliance, and excellent service standards across the bank’s Irish operations. The successful candidate will lead a small team, manage vendor relationships, and act as the key escalation point for technology issues impacting business operations.

Key Responsibilities

• Lead and manage the IT support function, providing day-to-day oversight of helpdesk and desktop support activities.
  
• Ensure timely resolution of incidents, service requests, and escalations, maintaining strong service level agreements (SLAs).
  
• Collaborate with global IT teams to align local support with group-wide infrastructure, security, and compliance frameworks.
  
• Manage IT assets, including hardware, software, and licensing, ensuring full compliance with regulatory and internal audit requirements.
  
• Implement best practices for ITIL-based service management, change management, and incident response.
  
• Oversee relationships with third-party vendors and service providers, ensuring performance and cost efficiency.
  
• Develop, mentor, and support IT support staff, fostering a culture of accountability, service excellence, and continuous improvement.
  
• Act as the primary escalation point for critical IT issues affecting business operations.
  

Requirements

• 5+ years’ experience in IT support or IT service management, including 2+ years in a leadership or managerial role.
  
• Proven experience within banking, financial services, or other highly regulated industries.
  
• Strong knowledge of Windows and Microsoft environments, Active Directory, and Office 365.
  
• Familiarity with ITIL frameworks and best practices for service management.
  
• Strong understanding of networking, security, and endpoint management.
  
• Excellent stakeholder management and communication skills, with the ability to liaise effectively across business and technical teams.
  
• Vendor management and experience working with outsourced IT providers is highly desirable.
  
• Relevant certifications (ITIL, Microsoft, or equivalent) an advantage.
  

What’s on Offer

• Opportunity to join a leading international bank with a strong presence in Dublin.
  
• A senior IT support leadership role with visibility across the business.
  
• Competitive salary and benefits package.
  
• Collaborative, professional environment with global exposure and career progression opportunities.