IT Support Manager

Overview

We are seeking an experienced IT Support Manager to join a technology and services company in Dublin in a permanent, on-site role. This position involves leading and mentoring an IT support team across multiple offices while managing corporate applications and workplace technology to ensure secure, reliable support for business processes.

Key Responsibilities

• Lead and develop a team of IT support professionals by offering technical guidance, handling escalations, and upholding high service standards across several office locations.
• Take full responsibility for corporate applications and the workplace technology infrastructure, ensuring operational security and reliability.
• Administer Microsoft 365 and identity management platforms, managing user accounts, permissions, tenant settings, and handling onboarding, transfers, and offboarding procedures.
• Oversee endpoint management, workplace devices, security tools, and key SaaS business applications.
• Maintain and enhance IT service management procedures, including management of ticket queues, SLAs, reporting, documentation, and knowledge base content.
• Coordinate major incident responses, collaborating with internal staff and third-party vendors to ensure prompt resolutions, conduct root cause analyses, and implement service improvements.
• Support compliance and audit readiness by maintaining security controls, documentation, and evidence in a regulated environment.
• Establish and nurture strong relationships with vendors and internal stakeholders to guarantee reliable IT service delivery.

Required Qualifications and Experience

• At least 3 years of experience managing or leading an IT support or service desk team, including people management.
• Proficient in Microsoft 365 administration and managing identity platforms such as Entra ID.
• Experienced in administering user lifecycle processes like onboarding, transfers, and offboarding.
• Hands-on experience with endpoint management tools, Mobile Device Management (MDM) solutions, and Endpoint Detection and Response (EDR/MDR) technologies.
• Skilled in managing IT service management platforms (e.g., Jira Service Management) with experience in workflow, SLAs, dashboards, and reporting.
• Demonstrated ability to coordinate technical incident management involving multiple teams and vendors, including root cause analysis and continuous improvement.
• Familiarity with ISO 27001 or equivalent compliance regimes, including maintaining security controls and audit support.
• Experience working across multiple sites or countries.
• Knowledge of cloud security technologies, workplace collaboration tools, VoIP systems, and managed security services.
• Strong skills in vendor management, documentation, communication, and stakeholder engagement.

Additional Information

This role is based in Dublin and requires on-site presence. The position is offered on a permanent, full-time basis. The company provides excellent salary and benefits. The recruitment is handled by a specialized consultancy operating across Ireland, the UK, and Europe.