TEKenable Ltd
IT Support Manager
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IT Support Manager
Support Manager
TEKenable is seeking a dynamic Support Manager to lead our managed services support team in delivering high-quality ITIL-aligned support for Microsoft cloud-focused solutions. This role is based in Ireland or UK, with a focus on overseeing operational stability, continuous improvement, and team performance while managing remotely.
About TEKenable
TEKenable specialises in digital transformation, particularly Microsoft cloud solutions, with a global presence and remote-first policy. Recognised for excellence in AI and data, we deliver innovative managed services worldwide.
Key Responsibilities
Service Coordination & Delivery
- Act as the frontline operational bridge between Service Delivery Manager and functional teams.
- Ensure service levels, KPIs, and contractual obligations are met.
- Support contractual compliance, reporting, and client satisfaction initiatives.
- Coordinate internal teams, ensuring smooth communication between technical functions and service management.
- Generate regular reports, dashboards (KPI metrics), and presentations for stakeholders.
- Engage with client operational stakeholders on service delivery, collaborating with the Service Delivery Manager on governance, commercial performance, and RACI alignment.
- Participate in client governance meetings, service reviews, and operational reporting sessions.
- Provide service performance insights, trend analysis, and improvement recommendations to stakeholders.
- Build and maintain trusted client relationships, aligning business needs with service delivery.
Operational Ownership
- Oversee ticket operations (prioritisation, assignment, escalation handling, and SLA adherence).
- Manage tickets, backlog, ageing modules, and incident escalation.
- Coordinate Major Incident communications and review "After Action Review" processes.
- Ensure problem management reduces repeat incidents.
- Balance multi-client service delivery, prioritising competing demands and optimising shared resources.
- Prioritise between BAU support and minor enhancements.
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Operational Excellence
- Monitor incident/issue volumes, escalation trends, and service performance.
- Contribute to dashboards, reports, and forecasting models for proactive service governance.
- Drive continuous improvement initiatives with the Service Delivery Manager and Director of Managed Services.
- Ensure ITIL-aligned processes are embedded across teams.
- Identify process gaps and recommend improvements.
- Comply with and promote ISO 27001 and ISO 9001 standards.
People Management
- Line-manage nearshore and on-shore delivery resources, focusing on performance, coaching, and career growth.
- Conduct regular 1:1s, feedback sessions, and reviews.
- Foster a culture of accountability and collaboration, while providing team escalation support.
- Lead workforce planning, onboarding, and training initiatives.
- Collaborate with Function Leads to align resources and escalation priorities.
Requirements
- Strong grounding in ITIL v4 (Foundation certification required; intermediate/managing professional preferred).
- Partnering experience in managed service delivery coordination within enterprise settings.
- Proficiency in incident management (ITSM systems like FreshService/Datadog), problem, change, and request processes.
- Experience managing multi-location / nearshore/offshore teams.
- Stakeholder communication skills, bridging technical and business perspectives.
- Strong analytical mindset for KPI tracking, reporting, and performance analysis.
- Familiarity with the Microsoft ecosystem (Business Central, Dynamics 365, or Power Platform preferred).
- Certifications in platform tools like FreshService, ITIL procedures (preferably from AXELOS), or other ITSM platforms.
Key Competencies
- Leadership for coaching, motivation, and cross-geographic team alignment.
- Process-driven mindset with compliance and governance awareness.
- Collaborative leadership—-aligning decisive actions without direct authority.
- Analytical problem-solving for forecasting, prioritisation, and resource allocation.
- Resilience in handling escalations and shifting priorities.
- Unwavering commitment to operational excellence and continuous improvement.
- Initiative to leverage tooling (automation, custom dashboards) for efficiency gains.
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Why Apply?
- Remote-first opportunities from Ireland/UK, with global collaboration across Spain, Hungary, and UAE.
- Exposure to high-impact transformation challenges using Microsoft's full stack, including AI, D365 Business Central and Data solutions.
- Industry recognition (Deloitte Fast 50, Microsoft Business Applications Partner of the Year).
- Career growth through structured mentoring, certifications, and international exposure.
Diversity, Equity & Inclusion
TEKenable values inclusivity and fosters a culture of equal opportunities for all backgrounds. Each applicant must demonstrate how their teammate or leadership values culture aligns with TEKenable’s ethos (resilience, heartfelt service, curiosity, and drive).
Hiring Process
- Pre-screening call with the TEKenable talent team.
- 2-3 stage interview process, conducted remotely, with a schedule flexible to yours.
- Supports career stage-specific matching (e.g., open roles for mid/senior and junior talent).
Benefits
- Remote flexibility minimises commute, supports sustainability.
- Equipment grants (laptop, tools).
- Flexible working hours for core business periods (flexible workplace hours pre-approved).
- Comprehensive health/life insurance.
- Employee pension scheme.
- Structured training & development support for continuous growth.
- Team sports/social events to foster connection and collaboration.
- Employee Assistance Programme (EAP), covering mental health, counselling, and support services.
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