Technical Services Lead

2 days ago

Dublin, Dublin City, Ireland SFG & NCC Full time

ALONE support older people to age at home. We provide direct, frontline services to people aged 60 and over, through support coordination, support and befriending, housing with support, and the application of assistive technology. We have a network of staff and more than 3,000 volunteers across the country. We have been awarded Quality Marks from Volunteer Ireland, the ISO, the Charities Regulator and the Housing Regulatory Standard.

This is a wonderful and exciting opportunity to join one of the most important charities in Ireland in a period when the need for our services has never been greater. By participating, the successful candidate will have the opportunity to positively influence the lives of many older people in Ireland.

This is an exciting opportunity to make a significant contribution to the achievement of ALONE's vision and strategic goals. The successful candidate will play a key role in the development and transformation of the ICT Operating model, helping bring the discipline, consistency and great service delivery experience associated with ICT service management best practices.

Aside from delivering, managing and supporting key infrastructure solutions and projects, the role will require significant oversight, engagement and input in the following areas:

  • Mobile application management and support
  • Security administration, support and oversight
  • End user device administrations and management
  • MS365 tenant and domain administration and management
  • Telephony services administration, configuration and enhancement
  • MS365 environment technical support and management
  • Project management support for business application and CRM initiatives

You will report directly to the ICT Manager.

Responsibilities
  • Oversee ALONE's ICT administration with particular focus on administration 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 solutions, including ALONE CRM and those provided through our ICT partners.
  • Track & report on all ICT infrastructure assets including end of life tagging for all ICT assets & 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 management support for business projects and initiatives involving ICT team.
  • Lead on establishing security requirements for new projects and application developments, manage security assessments and penetration tests, identifying threats and work with our support partners and our Cloud service partners on steps to defend against them.
  • Develop & train staff on technical and service management practices and processes and on new technologies when appropriate.
  • Monitor performance & ensure ALONE systems are maintained according to requirements.
  • Maintain appropriate levels of technical documentation, manuals & ICT policies.
  • Manage the security awareness training programme for staff and volunteers, helping the business to understand security risks & how they impact the confidentiality, integrity & availability of information assets.
  • Work and support ALONE business with the development of appropriate business continuity and disaster recovery protocols and procedures.
Essential skills & experience

The successful candidate will be able to demonstrate:

  • A degree in computer science, information technology systems or similar would be ideal with 2 to 3 years experience working 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 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.
Extra Benefits
  • Salary depending on experience
  • 35 Hour week (core hours 9-5) – Full-time employees can enjoy a 35-hour working week.
  • Annual Salary Reviews
  • Pension Scheme - after 12 months service
  • Time Off in Lieu
  • Mileage Policy in place for applicable roles
  • Death in Service - after 6 months' probation successfully completed.
  • Travel Saver Schemes
  • Annual Leave - All full-time employees have 24 days annual leave which increases to 25 after 2 years in service.
  • Sick Pay Scheme - after 6 months' probation successfully completed.
  • Bike to Work Scheme
  • HSF Partnership
  • Paid Maternity & Paternity Leave – Available to Employees after 18 Months of service.
  • Horizontal Transfer Opportunities
  • Comprehensive Training & Development
  • Bespoke Induction Programmes
  • Progression Opportunities
  • Further Education Opportunities
  • Employee Assistance Programme - ALONE provides a 24-hour support programme for all our Employees.

The closing date for applications is Tuesday April 1st.

ALONE is an equal opportunity employer.

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