Medserv
IT Operations Manager
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Role Purpose
We are looking for a hands-on IT Support Manager to lead our support team while owning our corporate SaaS applications and workplace IT environment. You will drive the delivery of day-to-day support, administer our core business systems, coordinate incidents, and ensure our workplace technology remains secure, reliable and fit for business.
You will lead a small, geographically distributed support team across our four offices in three countries, providing leadership, direction and consistency of service while remaining actively involved in technical delivery.
Working within an ISO-certified environment that handles sensitive medical data, you will own key operational security controls, maintain audit readiness and work closely with our ISMS Manager and DevOps/Infrastructure team to strengthen our security and compliance posture. While DevOps own our production and infrastructure platforms, you will own the corporate SaaS application estate and workplace IT environment.
Success in this role is built on two core responsibilities: leading the support team and taking hands-on ownership of our SaaS applications and workplace IT.
Key Responsibilities
- Lead, mentor, and develop a small L1 support team: set standards for ticket handling, escalation, and documentation, act as escalation point for complex issues, and build playbooks that increase first-line resolution
- Administer Microsoft 365 and Entra ID (accounts, permissions, mailboxes, tenant configuration) and run controlled joiner/mover/leaver processes
- Manage endpoints (MDM, EDR/MDR), office networks, firewall changes via providers, and the wider SaaS and security stack (VoIP, SWG/CASB/DLP)
- Own and improve Jira for support workflows — queues, SLAs, dashboards — and use its reporting to give stakeholders visibility of performance and trends
- Act as incident coordinator for all incidents across the business, pulling in the right experts, keeping stakeholders aligned, and driving root cause analysis and follow-up
- Own the operational security controls within this role, keep evidence audit-ready, and work with the ISMS Manager on assigned controls and audit actions
- Maintain accurate documentation and manage vendors to improve service reliability
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Essential Skills & Experience
- 3+ years leading or managing an IT support / service desk team with direct reports
- Hands-on administration of Microsoft 365 and Entra ID, including tenant configuration
- Experience running joiner/mover/leaver (access lifecycle) processes
- Endpoint management using MDM and EDR/MDR tooling
- Administration of an ITSM platform (Jira Service Management or comparable), including SLAs and reporting
- Incident coordination across multiple technical teams and vendors, including root cause analysis
- Experience in an ISO 27001 (or equivalent) certified environment, maintaining control evidence and supporting audits
Desirable Skills & Experience
- Full ISMS ownership, including leading ISO 27001 certification or surveillance audits (qualifies for the higher salary range)
- Multi-site / multi-country workplace IT support
- Cloud security tooling (SWG, CASB, DLP) and/or VoIP administration
- Healthcare or regulated-sector experience handling sensitive personal data
- Managing third-party network, firewall, or managed security provider
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What we offer
- Annual leave - 21 days' annual leave plus 2.5 discretionary company days
- Holiday Plus scheme - purchase additional leave through our HPS
- Service-based leave accrual - accrue more leave the longer you're here
- Flexi start - giving you greater flexibility to balance work and personal commitments
- Corporate health insurance – company-funded cover through Irish Life
- Enhanced pension - employer contributions above the statutory minimum
- Life assurance - available from day one
- Enhanced maternity and paternity leave – subject to eligibility
- Workcation opportunities – flexibility to work remotely from an approved location
- Funded gym membership – supporting your health and wellbeing with Flyefit
- Employee Assistance Programme (EAP) – confidential wellbeing support for you and your family
- Professional development – investment in training, certifications and career progression
- Sports and social programme - regular company events and team activities
- Comfortable workplace amenities - healthy food options and comfortable recreational spaces
- Tax-efficient benefits - including commuter travel support and the Bike to Work Scheme
- Travel Opportunities - travel to our sites in Poland and the UK
- Employee referral bonus – know someone that might be a fit - earn a bonus for successfully referring talented people to join our team
Additional Information:
- This role is office-based & commences immediately
- All offers are subject to a valid work permit
- Our Candidate Privacy Notice is available at medserv.ie/candidate-privacy-notice — please review this before applying.
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