Lead IT Support Engineer - End User Services

We’re seeking a future team member for the role of Lead Onsite IT Support Engineer to join our Technology / End User Services team. This role is located in Dublin.

In this role, you’ll make an impact in the following ways: 

• Provide advanced onsite 2nd line technical support for end users in the Dublin office, ensuring rapid issue diagnosis and resolution.
• Act as the senior escalation point for complex deskside, endpoint, and site technology issues, including high-priority or high-impact incidents.
• Lead resolution efforts across resolver groups and support teams, keeping users informed through to completion.
• Oversee device provisioning, deployment, asset tracking, and lifecycle management from new starter to leaver.
• Ensure accurate and timely updates in ticketing and asset systems, supporting data quality and operational control.
• Support process improvement, documentation, and knowledge article creation to improve service consistency and user experience.
• Drive service improvement through trend analysis and reduction of repeat incidents.
• Provide technical leadership, coaching, and guidance to junior engineers and peers.
• Build strong stakeholder relationships and deliver a high-quality support experience aligned to business needs.
• Ensure all activities comply with BNY policies, standards, and controls.
   

To be successful in this role, we’re seeking the following: 

• Bachelor’s degree in a related discipline or equivalent work experience required.
• Experience in technical support, deskside support, or end-user services.
• Experience in a senior or lead support capacity, with proven ability to handle technical escalations and incident resolution.
• Strong experience in onsite/deskside and 2nd line support environments, including endpoint support and user device management.
• Experience mentoring junior team members or leading local support activities.
• Excellent stakeholder management and customer service skills.
• Strong understanding of asset governance, operational processes, and support documentation practices.
• A proactive, ownership-driven approach to service improvement and operational excellence.