[Hiring] IT Support Manager @TEKenable

Role Description

TEKenable is seeking a dynamic Support Manager to lead our managed services support team. The Support Manager is responsible for leading the day-to-day operations of an ITIL-aligned Managed Services team, delivering high-quality support across Microsoft cloud-focused solutions including Azure, .NET-based applications, Business Central, Microsoft Dynamics 365 and Power Platform.

The role requires proactive ownership of support operations, identifying and addressing service risks, customer concerns, SLA risks, ageing or stalled tickets and potential escalations before intervention is required. The Support Manager is responsible not only for monitoring and reporting service performance, but for analysing trends and underlying issues, identifying risks and improvement opportunities, recommending appropriate actions and driving those actions through to completion. The role will ensure service stability, effective incident and problem management, high customer satisfaction and continuous improvement across service operations.

The role holder can work remotely, but the position is open to applicants in either Ireland or the UK only.

Key Responsibilities

• Service Coordination & Delivery
  • Act as the operational bridge between the Service Delivery Manager and functional delivery teams.
  • Ensure service levels, KPIs, and contractual obligations are consistently met.
  • Support the Service Delivery Manager in contractual compliance, reporting, and client satisfaction initiatives.
  • Serve as the point of coordination for internal teams, ensuring smooth communication between technical functions and service management.
  • Produce regular and ad hoc reports, dashboards, KPI metrics and presentations for internal stakeholders, ensuring data accuracy and clarity.
  • Analyse service performance data to identify trends, underlying causes, risks and areas requiring action, providing clear recommendations rather than reporting metrics in isolation.
  • Engage with client operational stakeholders on service delivery matters, while the Service Delivery Manager retains responsibility for overall client relationship, governance, and commercial performance.
  • Participate in client service reviews, governance meetings, and operational reporting sessions alongside the Service Delivery Manager.
  • Provide service performance insights, trend analysis, and improvement recommendations to client stakeholders.
  • Build trusted relationships with client operational leads, ensuring alignment between business needs and service delivery.
• Operational Ownership
  • Own day-to-day ticket operations including prioritisation, assignment, and SLA adherence.
  • Own operational issues and escalations through to resolution, ensuring actions are clearly assigned, tracked and followed through to completion.
  • Proactively identify service risks, SLA risks, ageing or stalled tickets, customer concerns and potential escalations, taking appropriate action before management or customer intervention is required.
  • Manage backlog, ageing tickets, and escalation handling.
  • Coordinate Major Incidents from identification through resolution, ensuring timely internal and customer communication, clear ownership of actions, and appropriate RCA and follow-up activities.
  • Ensure Problem Management activities reduce repeat incidents.
  • Manage service delivery across multiple clients, balancing competing priorities and ensuring effective allocation of shared resources.
  • Manage prioritisation between BAU support activities and minor enhancements (run vs change).
  • Establish and maintain regular ticket quality reviews, ensuring appropriate documentation, customer communication, troubleshooting, categorisation and adherence to agreed support processes.
• Operational Excellence
  • Monitor incident and request volumes, escalation trends, and service performance.
  • Provide input into dashboards, reports, and forecasting models to support proactive service management.
  • Drive continuous improvement initiatives in collaboration with the Service Delivery Manager and Director of Managed Services.
  • Ensure ITIL-aligned processes are embedded and followed across delivery teams.
  • Identify gaps in process adherence and recommend improvements.
  • Understand, comply with and actively promote adherence to ISO27001 and ISO9001 policies and procedures.

Qualifications

• Strong grounding in ITIL v4 practices (Foundation certification required; Intermediate/Managing Professional desirable).
• Proven experience in managed services delivery coordination within enterprise environments.
• Familiarity with incident, problem, change, and request management processes.
• Experience working in multi-location delivery models, ideally with offshore/nearshore coordination.
• Strong stakeholder management and communication skills, with the ability to bridge technical and business perspectives.
• Analytical mindset with experience in KPI tracking, reporting, and service performance analysis.
• Exposure to Microsoft technology stack (Business Central, Dynamics 365 or Power Platform).
• Previous experience using Delivery Platforms (FreshService, Datadog).

Key Competencies

• Proactive Ownership & Accountability – takes ownership of service operations, identifies risks and issues early, takes appropriate action and drives activities through to completion without requiring continual management intervention.
• Leadership & People Development – able to motivate, coach, and manage diverse teams across geographies.
• Process-driven mindset with attention to compliance and governance.
• Collaborative leadership—able to influence without direct authority.
• Analytical and Data-Driven Thinking – able to interpret service data, identify trends and underlying causes, assess risks and translate findings into meaningful insight and clear recommendations.
• Resilience and adaptability in managing escalations and shifting priorities.
• Continuous improvement orientation—always seeking efficiency and service quality gains.
• Initiative & Tooling for Improvement – proactively identifies opportunities to enhance delivery and leverages automation, dashboards, and service management tooling (e.g., ITSM platforms, monitoring, reporting, and analytics) to drive measurable improvements in performance, transparency, and client value.
• Stakeholder Management & Communication – communicates clearly with customers, technical teams and management, and is comfortable challenging, escalating and influencing where appropriate.

Benefits

• Remote-first flexibility anywhere from Ireland or the UK with global collaboration across Spain, Hungary, and UAE.
• Industry-leading transformation challenges using Microsoft tech in AI, Dynamics, and Data solutions.
• Professional recognition, including Deloitte Fast 50, Microsoft Business Applications Partner of the Year, and more.
• Career growth through coaching, structured development, and international exposure.
• Health & life Insurance - We offer a comprehensive health & life insurance to ensure your well-being and peace of mind.
• Pension Scheme - A supportive employee pension scheme is offered to help you build a secure and comfortable future.
• Training & Development Support - We invest in your professional growth through structured learning opportunities, certifications, and career development pathways tailored to your role and ambitions.
• Sports & Social Events - Join a vibrant community through regular sports activities, team outings, and social events that bring colleagues together and foster meaningful connections beyond work.
• Employee Assistance Programme (EAP) - Access confidential support, counselling, and well-being resources through our Employee Assistance Programme, because your mental and emotional health matter just as much as your professional success.