IT Support Lead

Overview

The IT Support Lead serves as the on-site IT representative across the Dublin Head Office, R&D center, and Manufacturing Site. This role is responsible for leading local IT support resources and ensuring dependable, compliant end-user and site IT service delivery within a regulated pharmaceutical setting. Combining hands-on technical expertise with leadership duties, the role drives prioritization and resolution of incidents, requests, and manufacturing-critical issues according to business requirements, GxP/CSV guidelines, and agreed service levels. Collaboration with Global IT teams and vendors is essential to foster continuous service enhancements and to support site initiatives such as audits and business continuity planning.

Scope and Responsibilities

• Oversee site-level IT service delivery, covering end-user computing, local infrastructure support, and coordination of manufacturing-related incidents and projects.
• Lead daily IT support activities including deskside and remote troubleshooting involving endpoints, peripherals, printers, collaboration tools, and standard corporate software.
• Serve as escalation contact and lead incident management for site and manufacturing-critical IT issues, guaranteeing transparent communication, root cause investigations, and implementation of corrective measures.
• Ensure incident and request tracking, prioritization, and resolution align with SLAs/KPIs, actively working to minimize recurring problems.
• Manage IT-related projects on a daily operational level.
• Provide guidance and direction to onsite and third-party support teams, assigning priorities and ensuring service consistency with a customer-first mindset.
• Monitor performance of third-party vendors relative to SLAs and quality benchmarks, fostering a compliance-oriented and safety-conscious culture.
• Maintain effective resource coverage and local presence to meet operational needs.
• Develop strong working partnerships with departments including Head Office, Manufacturing, Quality, and Engineering.
• Act as the IT point of contact for the site, providing updates on service status, risks, and planned changes.
• Support executive-level meetings as required.
• Ensure compliance with site quality systems including change control, security protocols, and documentation standards, with a focus on GxP and CSV compliance.
• Maintain audit readiness for IT services under scope and assist with validation activities.
• Keep site documentation, runbooks, and knowledge bases updated; contribute to disaster recovery and business continuity planning and testing.
• Promote continuous improvement via data-driven analysis, trend monitoring, and process optimization.

Qualifications and Experience

• Bachelor's degree or equivalent professional background.
• Over 5 years of experience in IT end-user or deskside support within office or site-based settings.
• Proven leadership experience as a lead technician or IT support lead, including escalation handling and workload prioritization.
• Experience collaborating with centralized infrastructure and application teams across multiple IT disciplines.
• Familiarity with IT service management frameworks such as ITIL, particularly incident, request, problem, and change management.
• Awareness of regulated or pharmaceutical environment requirements, including data integrity, security compliance, and audit preparedness.
• Knowledge of Computer System Validation (CSV) and formal change control is preferred.

Skills and Abilities

• Strong customer orientation with the ability to remain composed during high-pressure manufacturing scenarios.
• Advanced troubleshooting skills for Windows endpoints, Microsoft 365 collaboration tools, identity and access management, printing, and endpoint security.
• Working knowledge of Active Directory / Entra ID, device management solutions (Intune, SCCM), and basic networking concepts.
• Proficient vendor management, communication, and stakeholder engagement capabilities.
• Organized, metrics-focused, with a drive for continuous improvement.

Work Environment

• This role requires primarily onsite presence five days a week, including travel between local sites.
• Occasional out-of-hours or weekend work is necessary to support incidents, system cutovers, or maintenance activities.
• Participation in an on-call roster is expected.

Compensation and Benefits

The organization offers an inclusive Total Rewards package encompassing competitive salary and benefits. The anticipated base salary range for this role is between 79200 and 89500 EUR per annum, commensurate with skills and experience.

Additional Information

The outlined responsibilities, qualifications, and working conditions describe the general nature of the role but are not exhaustive. Management retains the discretion to amend job duties as necessary.