ICT Applications Support Lead

Job title:

ICT Applications Support Lead

Company

Tallaght Hospital

Job description

Job DetailsJob Title: ICT Applications Support Lead
Reference No: 07.035 (2025)
Department / Directorate: ICT Department, ICT Directorate
Reports to: ICT Applications Portfolio ManagerTallaght University Hospital (TUH) is a model 4, voluntary, academic teaching hospital partnered with Trinity College and situated in south west Dublin. With a staff of over 4,000 people from 63 different countries, it provides both acute and tertiary care to an increasing population of circa 800,000 people and is a provider of local, regional and national specialties. It is also a National Urology Centre, the second largest provider of dialysis services in the country, Pelvic and Acetabulum National Centre and a designated Trauma Unit.The Hospital is part of the newly established HSE Dublin & Midlands Region, which serves a population of over 1.2 million across seven counties, and operates under the governance of an independent Board of Directors who give their time on a voluntary basis. TUH is also supported by the Adelaide Health Foundation, the Meath Foundation and Tallaght University Hospital Foundation.TUH recognises the role it plays in our community both as an employer and provider of healthcare and is committed to building a sustainable future for our region both now and into the future with a focus on patient outcomes.The Hospital is ambitious, recognising that healthcare delivery is undergoing seismic change and will be different now and into the future, largely due to digital and technological advances along with research continuing to discover and test new treatment options. TUH wants to be a leader in determining that future. It is a “Hospital without Walls” always looking to optimise care both within and beyond in line with the Sláintecare vision of providing the right care, in the right place, at the right time whilst empowering our patients and staff.TUH Vision and Values
The vision of the Hospital is “People Caring for People to Live Better Lives” through excellent health outcomes supported by evidenced based practice, positive patient and staff experience in an empowering & caring environment. A culture of innovation and quality improvement in everything we do.Our TUH CARE values – for patients, their families, our community and staff are:

• Collaborate – together and with our academic and care partners
• Achieve – our goals, positive outcomes and wellbeing
• Respect – for patients, each other and our environment
• Equity – for patients and staff

At TUH we view our staff as our most valuable asset and every member of the Team is valued equally. We recognise that a skilled, satisfied and motivated workforce is a prerequisite to high quality care.A full overview of TUH is available on usQualifications & Experience requiredMust have:

• Undertaken a relevant ICT course of study or have satisfactory relevant experience which encompasses demonstrable equivalent skills in ICT Software Applications support.
• Have at least 2 years’ experience in the administration, configuration and support of software applications.
• Experience in leading and managing a support team, with focus on service delivery, team performance and continuous improvement.

Desirable:

• ITIL qualification and/or experience.
• Change Management related qualification and/or related experience in software application change coordination.
• Service support delivery management experience.
• Knowledge on ICT procedures and regulations.
• Experience and knowledge on hospital/healthcare systems and familiarity with medical terminology.

Behavioural Requirements:

• Experienced in successfully liaising and working collaboratively with users and between groups, in addition to excellent interpersonal and communications skills (oral and written).
• Excellent problem solving, planning, organisation and analytical skills with the ability to make sense of complex and logical problems quickly.
• Ability to plan & prioritise work, meet deadlines while responding flexibly to rapidly changing priorities.
• Ability to work unsupervised and to use initiative when necessary to deal with conflicting priorities calmly and effectively.
• Ability to identify and recommend process and/or application improvements.
• Ability to frame options and present recommendations.
• Experience of working in a demanding environment and ability to negotiate and manage through conflict and to deal with ambiguity.

Purpose of the Role:
The ICT Applications Support Lead is responsible for ensuring the day to day support and maintenance is delivered for the assigned ICT systems. Managing a daily operations of the support team and collaborates with suppliers and hospital users to ensure application service support delivery. He/she will be responsible for the coordination of assigned application changes. Reporting to the ICT Application Portfolio Manager or deputy and work as part of the ICT Application Portfolio Management Team.Overview of Role:
Key Duties and Responsibilities:

• Adhere to ITIL-aligned service management practices, including Incident, Request, Problem and Change Management.
• Actively monitor the ICT Support Portal to action and ensure incidents, service requests, and changes across the team are logged, tracked, and resolved efficiently.
• Investigate requests and issues, identify root cause, and ensure resolution within expected service level timelines.
• Lead the triage and escalation of Priority 1 incidents and major issues, ensuring resolution, communication, root cause analysis and follow-up.
• Perform and ensure daily application and user administration tasks, system synchronisations, and routine maintenance activities are completed effectively.
• Monitor application performance and coordinate maintenance.
• Liaise with and manage suppliers for application support, issue resolution, maintenance, and enhancements.
• Coordinate assigned application change requests, releases and patching in line with the Change and Release Management process, with appropriate approvals.
• Develop and maintain documentation yourself and assign to the team, including SOPs, user guides, configuration details, and knowledge base articles, to ensure a comprehensive and well-managed knowledge base.
• Oversee team workload, delegating tasks resource allocation, and roster scheduling.
• Manage day-to-day operations of the support team, ensuring high-quality service delivery and user satisfaction.
• Coordinate tasks assigned to the team for hospital projects, as agreed with the ICT Applications Portfolio Manager.
• Participate in projects where relevant, performing tasks assigned such as, but not limited to: Assisting with requirements specification, project meetings, configuration changes, testing changes and communications.
• Provide training and mentorship to team members to build capability and support professional development.
• Promote continual service improvement within the Team.

• Promote collaboration with other ICT teams to ensure cohesive support and integration.
• Ensure all activities comply with ICT policies, security frameworks, and data protection regulations.
• Prepare routine and ad hoc reports, and conduct analysis to support decision-making and performance review.
• Meet objectives and work plans as agreed with the ICT Applications Portfolio Manager, within defined timelines, participating in the performance achievement and development process.
• Direct reporting to the ICT Applications Portfolio Manager to update or escalate on service status, issues or change requests.
• Participate in ICT on-call or out-of-hours work if/as required.
• Perform other duties as assigned by the ICT Applications Portfolio Manager or CIO.

General accountability:

• Commitment to continuous professional development including completion of relevant internal training programmes available through our Centre for Learning & Development Prospectus.

Leadership and staff management:

• Completion of relevant training and availing of supports in the Leadership Academy including coaching, mentoring and leadership development as applicable.

TUH Core Competencies: Core Area Competency Level
Managing the service Quality & Safety of Service 3
Managing the service Delivery of Results 3
Managing Change Problem Solving & Decision Making 2
Managing Change Communications & Influencing 2
Managing Yourself Team player 3
Managing Yourself Planning and Organising 3
Managing People People Management 3
Managing People Leadership 3For details of the core competencies please go to:Particulars of Office:

• The appointment is specified purpose fulltime.
• The annual leave entitlement is 29 working days per year. The leave year runs from 1st April to the 31st of March each year.
• Normal working hours are 35 worked over 5 days. Your contracted hours of work are liable to change between the hours of 8am to 8pm over 7 days to meet the requirements for extended day services in accordance with the terms of the Framework Agreement.
• Remuneration is in accordance with the Department of Health Consolidated Salary Scales, 1st March 2025, for a Grade VI.

Probation:
The successful candidate will be appointed initially for a probationary period of 6 months. During the probationary period progress or otherwise will be monitored and at the end of the probationary period the service will (a) be certified as satisfactory and confirmed in writing or if not satisfactory, the probationary period may be extended by 3 months.Termination of Office:
The employment may be terminated at any time by one months’ notice on either side except where circumstances are dictated by the Minimum Notice and Terms of Employment Act 1973/91. The Management’s right under this paragraph shall not be exercised save in circumstances where the Management is of the opinion that the holder of the office has failed to perform satisfactorily the duties of the post or has misconducted himself/herself in relation to the post or is otherwise unfit to hold the appointment.Confidentiality
You will be aware of the confidential nature of Hospital work and in particular, the right of patients to confidentiality. To this end, you will not discuss workings of the Hospital or its patients or disclose any information of a confidential nature except as required to do so in the course of your work. No records, documents or property of the Hospital may be removed from the premises of the Hospital without prior authorisation. You must return to the Hospital upon request and, in any event, upon the termination of your employment, all documents or other property of the Hospital which are in your possession or under your control.Data Management
Ensure compliance with the obligations required by the Data Protection Act 2018.NOTE: The extent and speed of change in the delivery of health care is such that adaptability is essential at this level of appointment. The appointee will be required to maintain, enhance and develop their knowledge, skills and aptitudes necessary to respond to this changing environment. They will also be required to participate in and support the Hospital’s Digital transformation strategy which may impact work processes and role profiles in the future. The Job Description must therefore be regarded as an outline of the major areas of accountability at the present time, which will be reviewed and assessed on an on-going basis as advancements and developments evolve.Informal Enquiries to: Milita Foster, ICT Applications Portfolio Manager in the ICT Department – Telephone (01) 414 2832 or email milita.foster@tuh.ieClosing Date: Before close of business on Tuesday 19th August 2025

Expected salary

Location

Dublin

Job date

Thu, 31 Jul 2025 06:12:09 GMT

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