IT Support Team Lead
On-siteDublin, California, United States
Job Summary
Lead onsite IT support activities and coordinate day-to-day deskside and remote assistance for endpoints, peripherals, and collaboration tools across the Dublin Head Office, R&D centre, and Manufacturing Site. Act as the primary escalation point for manufacturing-critical incidents, driving root cause analysis, corrective actions, and SLA adherence while managing local IT projects and vendor performance. Provide direction to onsite and third-party resources, ensuring audit readiness, GxP/CSV compliance, and continuous service improvement through metrics and process optimization. Maintain documentation, runbooks, and knowledge articles while supporting business continuity planning.
Required Qualifications
- Bachelor's degree or equivalent professional experience
- 5+ years' experience in IT end‐user / deskside support within an office or site‐based environment
- Proven experience acting as a lead technician or support lead, including escalation management and workload prioritisation
- Experience coordinating with central infrastructure and application teams across multiple IT domains
- Knowledge IT service management practices (incident, request, problem, change); familiarity with ITIL
- Regulated or pharmaceutical environment awareness, including data integrity, security compliance, and audit readiness
- Understanding of Computer System Validation (CSV) concepts and formal change control
- Strong customer focus with ability to operate calmly in time‐critical manufacturing scenarios
- Advanced troubleshooting across Windows endpoints, M365 collaboration tools, identity/access, printing, and endpoint security
- Working knowledge of Active Directory / Entra ID, device management (Intune/SCCM), and networking fundamentals
- Organised, metrics‐driven, and improvement‐oriented approach
- Primarily onsite role (5 days per week) with local travel between sites
- Occasional out‐of‐hours or weekend work for incidents, cutovers, or maintenance
- Participation in on‐call rota
Desired Qualifications
- Computer System Validation (CSV) concepts and formal change control (preferred)
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