Technical Services Lead

Technical Services Lead

Location: Dublin 8, Ireland

Working Hours: 35 hours per week

Contract: Permanent, full-time

Working Model: Hybrid

About the Role

We are seeking a Technical Services Lead to oversee and coordinate IT services for an established organisation in the not-for-profit sector. This is a varied opportunity for an IT professional looking to take ownership of technical services, work closely with external technology partners and contribute to the continuous improvement of business systems, infrastructure and cybersecurity.

The successful candidate will support a broad technology environment encompassing Microsoft 365, CRM platforms such as Salesforce, end-user devices, mobile device management and telephony services.

Working closely with internal stakeholders and third-party providers, you will help ensure that IT services remain reliable, secure and aligned with the organisation's operational requirements.

Key Responsibilities

• IT Service Management: Coordinate day-to-day IT operations, manage support ticket queues and oversee the resolution of technical incidents, service disruptions and escalations.
• Microsoft 365 & Business Applications: Support and coordinate services across Microsoft 365, CRM systems, telephony and other business-critical applications.
• Supplier & Vendor Management: Liaise with external IT service providers, monitor service delivery and ensure technical issues are resolved efficiently.
• IT Asset Management: Maintain accurate records of hardware, software, licenses and other IT assets, including audits, lifecycle management and end-of-life planning.
• Cybersecurity: Coordinate security assessments and penetration testing, track identified vulnerabilities and work with technical partners to implement appropriate remediation measures.
• Project Support: Work with business stakeholders to gather requirements, support the implementation of new systems and contribute to technology improvement initiatives.
• Performance Monitoring: Track service performance and develop reports and KPIs to monitor service quality, operational efficiency and recurring issues.
• Documentation & Policies: Maintain technical documentation, IT procedures, user guidance and relevant policies.
• Security Awareness: Support the development of cybersecurity awareness and training initiatives for employees and volunteers.
• Business Continuity: Contribute to disaster recovery planning, business continuity procedures and the resilience of critical IT services.
• Continuous Improvement: Identify opportunities to improve technical services, optimise costs and ensure systems continue to meet business needs.

Requirements

• A degree or qualification in Computer Science, Information Technology or a related discipline is desirable.
• Approximately 2–3 years of experience in an IT services, IT operations, technical support or similar role, ideally within a small or medium-sized organisation.
• Familiarity with Microsoft 365 environments, business applications and end-user technology.
• Experience coordinating technical incidents, managing support requests and working with external IT service providers.
• An understanding of IT asset management, software licensing and hardware lifecycle processes.
• Awareness of cybersecurity principles, vulnerability management and IT security best practices.
• Strong organisational and project coordination skills, with the ability to manage competing priorities.
• Excellent communication skills and the ability to work effectively with technical and non-technical stakeholders.
• A proactive approach to problem-solving, continuous improvement and service delivery.
• The ability to assess technical issues, evaluate potential solutions and make informed recommendations based on business requirements.

What’s on Offer?

• Permanent, full-time position.
• 35-hour working week.
• Hybrid working arrangement.
• The opportunity to take ownership of a broad range of IT services and business systems.
• Exposure to cybersecurity, cloud-based applications, supplier management and technology projects.
• The opportunity to contribute to an organisation delivering meaningful social impact.