Technology Support Manager
Posted 2 days 11 hours ago by Medical Aid for Palestinians
About the Role
Medical Aid for Palestinians (MAP) works for the health and dignity of Palestinians living under occupation and as refugees. MAP is the leading UK charity delivering health and medical care to those worst affected by conflict, occupation, and displacement, in the occupied Palestinian territory and Lebanon
The Technology Support Manager plays a crucial role in ensuring the efficiency and reliability of MAP s IT systems. This individual will lead a small team of IT support officers, oversee day-to-day technical support operations, and manage MAP s Microsoft 365 environment (excluding security). By maintaining a robust and secure IT infrastructure, the role directly contributes to MAP s mission by supporting critical technology capabilities and services.
About You
Are you a skilled IT professional looking to make a meaningful impact? Join Medical Aid for Palestinians (MAP) as our Technology Support Manager and play a vital role in supporting life-saving healthcare services. In this role, you'll lead a dedicated IT support team, ensuring MAP s technology systems run smoothly and securely. You'll manage Microsoft 365 services, oversee technical support, and contribute to critical technology projects all while working for a humanitarian organisation committed to improving health and dignity for Palestinians. If you're passionate about combining technical expertise with purpose-driven work, this is your opportunity to make a difference.
Key Responsibilities
IT Service Desk Management
• Oversee the daily operations of the Technology Support Team, ensuring prompt and effective resolution of technical issues.
• Implement and refine ITIL processes and best practices to enhance IT service delivery.
• Monitor service desk performance, generate reports, and continuously improve the support function.
• Enhance ITSM tool capabilities, including self-service portals, knowledge bases, and asset management.
• Lead, mentor, and develop the service desk team, fostering a culture of continuous improvement.
• Manage escalations and major incidents, ensuring minimal disruption to business operations.
Microsoft 365 Administration
• Oversee the administration and support of Microsoft 365 applications, including Exchange Online, SharePoint, OneDrive, and Teams.
• Manage user access, permissions, and licensing within the Microsoft 365 environment.
• Stay updated on Microsoft 365 advancements, recommending and implementing relevant improvements.
• Provide end-user training to maximize efficiency and adoption of Microsoft 365 tools.
Financial Management
• Assist with timely processing of invoices relating to Technology Support
• Adherence to budget and involvement of forecasting/reforecasting of operational budget
Candidate Profile
Technical Skills & Experience
• Proven experience managing IT service desks.
• Hands-on experience with network/infrastructure management.
• Strong Microsoft 365 administration skills.
• Relevant IT certifications (e.g., CompTIA A+, Microsoft Certified IT Professional) are a plus.
Soft Skills & Attributes
• Excellent verbal and written communication skills, with the ability to translate technical concepts for non-technical users.
• Strong problem-solving skills and a proactive approach to technical challenges.
• Commitment to delivering high-quality customer service.
• Ability to work both independently and collaboratively within a team.
• Flexible and adaptable, able to respond to urgent technical issues outside regular hours if necessary.
Organizational Commitment
• Support MAP s mission, values, and commitment to diversity and equality.
• Act as a representative and ambassador for MAP in all professional interactions.
• Abide by organizational policies and codes of conduct.
Desirable Experience
• Experience in not-for-profit or humanitarian settings.
• Understanding of information security, business intelligence, and programme management.
• Knowledge of humanitarian issues, particularly those affecting Palestine.
Personal attributes and other requirements
• Commitment to human rights, international justice, and promoting Palestinian participation in advocacy and policymaking
• Able to travel within the UK and willingness to travel to Lebanon and the occupied Palestinian territory if required.
• Commitment to a zero-tolerance policy on sexual exploitation & abuse/safeguarding.
• Commitment to anti-discriminatory practice and equal opportunities.
• An ability to apply awareness of diversity issues to all areas of work.
• Able to work flexibly in emergencies and to meet specific deadlines including some evenings and weekends.
• Attention to detail, organisational and problem-solving skills, and the ability to work independently and under pressure.