Job Title
IT Support Team Lead
Requisition
JR000015882 IT Support Team Lead (Open)
Location
Dublin, IRL
Additional Locations
Job Description Summary
The IT Support Team Lead represents IT onsite in both the Dublin Head Office, R&D centre and Manufacturing Site, accountable for leading local support resources and delivering reliable, compliant end user and site IT services in a regulated pharmaceutical environment. The role combines hands on technical support with leadership responsibility, ensuring incidents, requests, and manufacturing critical issues are prioritised and resolved in line with business needs, GxP/CSV expectations, and agreed SLAs. The position partners closely with Global IT teams and vendors, drives continual service improvement, and supports site projects, audits, and business continuity readiness.
Job Description
Scope of Authority
Site-level IT service delivery for end‑user computing, local infrastructure support, and coordination of manufacturing‑impacting incidents and projects. No direct budget ownership; contributes to local IT forecasting, asset lifecycle planning, and vendor performance governance.
Key Accountabilities
Service Delivery & Operations (≈30% of time)
- Lead and coordinate day to day onsite IT support activities, including deskside and remote support for endpoints, peripherals, printers, collaboration and standard corporate applications.
- Act as an escalation point and lead incident response for site and manufacturing critical IT issues, ensuring clear communication, root cause analysis, and corrective actions.
- Ensure incidents and requests are logged, prioritised, and resolved in line with SLAs/KPIs, driving reduction of recurring issues.
- Manage & conduct IT project activities on a day-to-day basis
Team & Vendor Leadership (≈30% of time)
- Provide day‑to‑day direction to onsite and third‑party support resources, setting priorities and ensuring consistent, customer‑focused service.
- Oversee third‑party support resources performance against SLAs and quality standards, promoting a compliant, safety‑first culture.
- Ensure effective resource coverage and local presence to meet operational demands.
Customer & Stakeholder Engagement (≈20% of time)
- Build strong working relationships with Head Office, Manufacturing, Quality, Engineering stakeholders.
- Act as the IT liaison for the site, communicating service status, risks, and planned changes.
- Provide executive meeting support as required.
Governance, Compliance & Improvement (≈20% of time)
- Ensure adherence to site quality systems, change control, security, and documentation requirements (GxP / CSV awareness).
- Maintain audit readiness for IT services within scope and support validation activities as required.
- Maintain site documentation, runbooks, and knowledge articles; support DR/BCP planning and testing.
- Drive continuous improvement through metrics, trend analysis, and process optimisation.
Qualifications
Education & Experience
- 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 (preferred).
Skills & Abilities
- 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.
- Effective vendor management, communication, and stakeholder engagement skills.
- Organised, metrics‑driven, and improvement‑oriented approach.
Working Conditions
- 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.
Keenova offers employees a Total Rewards package which includes competitive pay and benefits. To learn more about our Total Rewards benefits please visit: Keenova Careers | Serve and Grow with Purpose | Keenova
Disclaimer: The above statements are intended to describe the general nature and level of work performed by employees assigned to this job. They are not intended to be an exhaustive list of all duties, responsibilities, and qualifications. Management reserves the right to change or modify such duties as required.
At Keenova, we believe that no one should be alone in their pursuit of better health. This purpose drives us as we pair quality therapeutics with human support—showing up in big moments and small to help patients find comfort and confidence.
We bring deep expertise and resolve to every therapeutic area we serve, including immunology, urology, men’s health, orthopedics, critical care, and pediatric endocrinology. We work with patients, care partners, and physicians to help them navigate healthcare system complexity and access therapies that make a meaningful difference.
We are Keenova—keen to solve, keen to serve. Learn more at www.keenova.com.
