Technical Services Lead

ALONE • Caguas, PR

6d • Hybrid

About The Position

This is a unique opportunity to join one of Ireland’s most vital charities at a time when demand for our services has never been greater, and to make a real difference in the lives of older people. As Technical Services Lead, you will play a pivotal role in shaping and transforming our ICT operating model, driving consistency, innovation, and high-quality service delivery. You will lead the management and support of key infrastructure, systems, and technology projects that underpin our organisation’s impact. The role of Technical Services Lead spans a broad and dynamic technology landscape, including CRM systems such as Salesforce, mobile and end-user device management, and Microsoft 365 environments. You will also oversee telephony services, contribute to business application and CRM initiatives, and ensure robust security practices are in place. Working closely with internal stakeholders and external vendors, you will help deliver seamless and effective technology solutions.

Requirements

• A degree in computer science, information technology systems or similar would be ideal with 2 to 3 years experience working and in a small medium sized business.
• The ability to analyse and articulate complex problems and make disciplined decisions based on available information. Identify options, and assess feasibility and operational impact.
• Can identify and explore opportunities for technical service and business improvement and can prioritise and implement changes to deliver efficiencies.
• Takes ownership of technical issues and proactively resolves technical problems, ensuring that technical solutions continue to meet business requirements.
• Maintain a focus on the end-to-end delivery of service including both external products, suppliers and vendors that are party to the delivered service.
• Uses available management information to provide KPIs and metrics for product or service measurement and reporting.
• Ability to identify, manage and monitor relationships with and between stakeholders, clarifying mutual needs and commitments through timely engagement.
• Can demonstrate strong organisation skills as they will be be engaged and potentially managing change and project across the ALONE business.
• Can document and manage the life-cycle of assets such as hardware, software, intellectual property, licenses including identification, classification and specification of all items as well as managing the usage, disposal, compliance, inventory, sustainability, cost optimisation and protection of the asset portfolio.
• Takes an overall perspective on business issues and activities, consider the wider implications and long-term impact and focus on outcomes rather than solutions and activities.
• Demonstrates knowledge of the specific technologies necessary to fulfil the responsibilities of the role and actively keep abreast of industry developments to make cost-effective use of new and emerging tools and technologies.

Responsibilities

• Assist with ALONES ICT administration with particular focus on services provided to ALONE via 3rd Party service providers or Cloud services.
• Triage & coordinate technical aspects of ALONE environment when incidents or outages require engagement or support of our 3rd party ICT service providers and our business.
• Oversee, administer and manage the ticketing queues, including ALONE CRM and those provided through our ICT partners.
• Track & report on all ICT infrastructure assets including end of life tagging & audits of ICT assets to assist annual budgeting and planning cycle.
• Support ALONE business functions in the gathering of requirements for projects and initiatives involving ICT systems and services and provide ICT project support for business projects and initiatives involving ICT team.
• Help establish requirements for new projects and application developments
• Manage security assessments and penetration tests, identifying threats and work with our support partners on steps to defend against them.
• Monitor performance & ensure ALONE systems are maintained according to requirements.
• Maintain appropriate levels of technical documentation, manuals & ICT policies.
• Assist in and help develop the security awareness training programme for staff and volunteers
• Contribute to the development of appropriate business continuity and disaster recovery protocols and procedures.
• Additional duties as assigned

Benefits

• Salary DOE
• 35 Hour week (core hours 9-5) –Full-time employees can enjoy a 35-hour working week.
• Annual Salary Reviews
• Pension Scheme: Access our generous pension scheme after just 6 months service
• Time Off in Lieu
• Income protection after 2 years service
• Long service awards for employees
• Mileage Policy in place for applicable roles
• Death in Service - after 6 months’ probation successfully completed.
• Travel Saver Schemes
• Sick Pay Scheme - after 6 months’ probation successfully completed.
• Bike to Work Scheme
• HSF Partnership
• Horizontal Transfer Opportunities
• Comprehensive Training & Development
• Bespoke Induction Programmes
• Progression Opportunities
• Further Education Opportunities
• Employee Assistance Programme - ALONE provides a 24hour support programme for all our Employees
• GP telephone Advice
• Virtual Doctor
• Private Prescription Service
• 6 structured Counselling/ Emotional Wellbeing Service
• Legal Helpline

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level