IT Support Lead – Permanent (Hybrid) in Dublin

About the role

We are seeking an IT Support Lead to head a small support team in Dublin. The role combines hands‑on technical work with incident management and team mentorship, operating in a hybrid environment.

Key responsibilities

• Lead and mentor a small IT Support team, providing guidance and technical assistance.
• Act as Incident Manager, overseeing end‑to‑end incident and escalation resolution.
• Deliver hands‑on support for end‑user computing, cloud services, business applications and infrastructure.
• Prioritise and resolve service‑desk tickets within agreed SLAs.
• Coordinate with internal teams and third‑party vendors to resolve technical issues.
• Support IT projects, system upgrades and continuous service improvements.
• Promote a security‑first approach across access management, endpoints and data handling.
• Maintain accurate IT documentation, knowledge‑base articles and operational procedures.

Required profile

• 5+ years of IT support experience, including at least 2 years in a senior or team‑lead role.
• Proven experience managing service‑desk operations, incidents and escalations in a fast‑paced environment.
• Hands‑on experience with EntraID, Microsoft Azure and SIEM solutions.
• Strong knowledge of Microsoft 365, cloud services, end‑user computing and infrastructure.
• Experience using SQL for troubleshooting, reporting or analysis.
• Solid understanding of ITIL practices (incident, problem and change management).
• Demonstrated ability to lead and mentor support staff and manage vendor escalations.
• Excellent communication, organisational and stakeholder‑management skills.

Required skills

• EntraID
• Microsoft Azure
• SIEM
• Microsoft 365
• Cloud services
• End‑user computing
• Infrastructure
• SQL
• ITIL
• ITSM tools
• Intune
• Monitoring tools
• Power BI (desirable)
• PowerShell (desirable)
• Python (desirable)
• Bash (desirable)

What we offer

• Competitive salary and benefits package.
• Hybrid working model based in Dublin.