Group Head of IT

  • Job Ref: 6983
  • Location: Dublin 12, Ireland
  • Type: Permanent


This role is one of our key Senior Management roles in the Group; with currently 4 in the team at this level. The Head of IT will oversee our IT support and delivery across the group of companies and will make recommendations on new programmes and systems going forward.  

You must be strongly skilled with Apple products, as well as other relevant products such as Office365.  

You will manage and develop a small team to provide excellent support to our staff as well as managing and fostering a productive relationship with our key technology partners.  

This role will suit an individual who has a strong technical aptitude, is customer-focused and self-motivated. 

We are looking for a Head of IT to provide focus, leadership and mentorship to a small and growing matrix team while being hands-on in the provision of technical support to the business.  

You must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution, while acting as an escalation point for more complex problems.  

You will be customer-oriented and provide support to the team when dealing with difficult customers. The goal is to create value for clients that will help preserve and enhance the company’s reputation and business. 

You will be experienced in providing a strategy and plan for IT development. 

Skills & Competencies Required for the role  

  1. BSc/BA in IT, Computer Science or relevant field. 

  1. Experience providing remote and onsite support.  

  1. Relevant IT Certifications (e.g. CompTIA A+, N+, ITIL, MCSE, Prince2).  

  1. Customer focused and experience in a customer facing role. 

  1. Tech savvy with working knowledge of office automation products, databases and remote control. 

  1. An excellent trouble shooter. 

  1. Familiar with cyber security software and programmes 

  1. Good understanding of computer systems, mobile devices and other tech products. 

  1. The ability to take ownership of issues and follow through to resolution. 

  1. Proficiency in English, both orally and written. 

  1. Excellent communication skills. 

  1. Positive attitude and approach to technical issues and dealing with complex problems. 

  1. Self-motivated with the ability to use own initiative and make an immediate impact with customers. 

  1. Ability to work to tight timelines and in a pressurised environment where time is of the essence. 

Responsibilities and Duties 

These include but are not limited to: 



  1. Provide guidance and mentorship to the IT delivery team, and to engage, and build / recruit the team to deliver a suitable service, with both internal and developing an external focused offering. 

  1. I want you to develop and set-out a career advancement plan for the staff team members with training, particularly around internal infrastructure. 

  1. Ensure the team troubleshoot tickets to the best of their ability and manage the workflow appropriately to ensure timely and effective customer service to SLA’s that you will develop and be responsible for.  

  1. Draft and distribute support related communications to appropriate stakeholders when required. 

  1. Be hands-on in technical support and projects and contribute to the longer-term strategic goals of the IT Division.    

  1. Track IT and report incidents and conducting trend analyses, conducting post-mortems after major incidents, and organizing the problem process and conduct root cause analysis.   

  1. Manage and enhance the relationship with our external partners generally. To work with the Head of Internal Infrastructure to deliver this internally and then to build the team to cost-effectively deliver this as a service to our customer base.  

  1. Work closely with our sales teams to create an offering for us to deliver to the markets, in Ireland and then the UK.    

  1. Act as the escalation manager to resolve, and report on assigned incidents.   

  1. Identify and suggest possible improvements on procedures and actively find way to automate repetitive tasks or streamline service delivery.  

  1. Make recommendations for strategic initiatives/developments within the IT department. 

  1. Oversee development and implementation of SoPs for IT. 



  1. Work with & manage the 5 columns of the department: 

  • Software 

  • Web (linked to Marketing) 

  • Internal Infrastructure 

  • Internal Helpdesk 

  • External Linkage & Support 

  1. Software: 

  • You will be expected to manage and deliver advancement across our prescribed Software Platforms, including SAP, BI, Web / Magento; this will include managing a new pick and pack / stock movement software & processes for Operations, Stock Control, Warehousing and Logistics. 

  • SAP will remain our preferred backbone, and you will need to develop an understanding of the system and build on the relationship with Serac (our Dutch based SAP Partner / Consultancy & Software provider). 

  • We will now start a review plan as to a strategic direction to develop SAP or move to another platform or provider in the longer-term – you will be responsible for this project. 

  • SAP & Serac cover Core SAP, POS ‘XML’, Scanning ‘XML’, Service ‘XML’; we also have a licence to enhance to SAP Hanna – to be reviewed. 

  • BI is also a Serac delivered service, based on “Power BI”, and this needs development also. 

  • A move to a new / different Scanning / Stock Movement Software is underway, and you will be taking up the running on this. 


  1. Web / Magento: 

  • We are well underway in a now overdue & elongated move from Magento-1 (now EoL) up to Level 2, and planning an Irish site go-live imminently. 

  • This needs to then be rolled-out and developed for the UK Site, and then to develop the linkages and sub-sites – this will entail close working with our Marketing Team and Serac. 

  • Longer-term, we need to look for an alternative Web / e-Commerce provider away from Serac, but also maintain the stock integrations on SAP (linked to the Scanning project above). 

  1. Internal Infrastructure: 

  • We have a good leader for your team on Internal Infrastructure, UK based, with one Irish based junior but excellent role. 

  • Staff advancement, training and retention will be vital for the progress of the team / business overall. 

  • Plan for new Store Openings. 

  • Plan for better cyber security and hardware / software up-grade plans, over a timeline to be agreed and budgeted for. 

  • Develop a matrix planogram for the business infrastructure – in progress.  

  1. Helpdesk: 

  • We have developed an internal helpdesk solution based on Freshdesk, within the team; this has been recently internalised from an expensive out-source provider who wasn’t delivering any value. Working well so far, for our internal needs but needs development & planning. 

  • Team development / recruitment / retention. 

  1. External Offering – Licensing & Support: 

  • As a mainstay of the role, you are being tasked to bring this quickly to an Externalised Offering for the Sales Team – the core of this is there already; we will start with a very basic offer around software renewals, and SLA’s for support, and start a commercial offering for the sales team to bring to market – for further discussion. 

John Ryan, Senior Recruitment Consultant - Your e-Frontiers consultant for this job

John is one of our recruitment consultants on the Technical Infrastructure Division of e-Frontiers and has been with the company since June 2012. John brings over 12 years recruitment experience to the e-Frontiers team having previously worked for one of Ireland’s biggest recruitment companies. He has worked with many of the Ireland’s leading IT companies and has experience of sourcing technical candidates across all levels. He has also gained valuable on-site client recruitment experience from various recruitment projects. John studied Business Studies in Dublin Business School. He prides himself on his professional and logical approach to recruitment.

Specialises in: Senior Windows Engineers, System Support, Linux Administrators, Unix Administrators, Security Consultants, Virtualisation Specialists, Unix Specialists, Infrastructure Consultants, Cloud Automation Specialists, Office 365 Specialists, Windows Engineers