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IT Support Manager
Support Manager
Location: Ireland or the UK (Remote-First)
TEKenable is seeking a dynamic Support Manager to lead our managed services support team. This critical role ensures service stability, effective incident and problem management, high customer satisfaction, and continuous improvement across service operations.
About the Role
The Support Manager will oversee daily operations of an ITIL-aligned Managed Service team, delivering high-quality support for Microsoft cloud-focused solutions, including Azure, .NET, Business Central, Dynamics 365, and Power Platform.
The role is pivotal in:
- Maintaining service stability
- Driving continuous improvement
- Fostering a high-performing team culture
You can work remotely as part of our remote-first team, with the position open to applicants in either Ireland or the UK.
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 initiatives
- Client satisfaction strategies
- Serve as the point of coordination between internal teams, aligning:
- Technical functions
- Service management
- Produce regular and ad hoc reports:
- Dashboards
- KPI metrics
- Presentations for internal stakeholders (ensuring data accuracy and clarity).
- Engage with client operational stakeholders on service matters (while maintaining Service Delivery Manager accountability for governance and commercial performance).
- Participate in:
- Client service reviews
- Governance meetings
- Operational reporting sessions with the Service Delivery Manager.
- Provide service performance insights, including:
- Trend analysis
- Improvement recommendations
- Build trusted relationships with client operational leads to align:
- Business needs
- Service delivery goals
Operational Ownership
- Lead daily ticket operations, including:
- Prioritisation
- Assignment
- SLA adherence
- Manage the following ticket-related tasks:
- Backlog mitigation
- Escalation handling
- Oversee Major Incident coordination and communication.
- Ensure Problem Management aligns with ITIL practices to reduce recurring incidents.
- Manage multi-client service delivery, balancing:
- Competing priorities
- Effective use of shared resources.
- Prioritise between BAU support and minor enhancements (run vs change decisions).
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Operational Excellence
- Monitor incident/request trends, including:
- Volume spikes
- Escalation patterns
- Service performance anomalies.
- Contribute to forecasting models and dashboard improvements.
- Drive continuous improvement with:
- Service Delivery Manager
- Director of Managed Services
- Ensure ITIL-compliance:
- Rigorous process adherence
- ISO 27001 & ISO 9001 compliance
- Identify process gaps and recommend optimisation strategies.
People Management
- Line-manage nearshore and onshore resources, including:
- Performance management
- Coaching
- Career development
- Conduct regular:
- 1:1s
- Feedback sessions
- Performance reviews
- Foster a culture of accountability, collaboration, and improvement.
- Support:
- Workforce planning
- Onboarding
- Training of new hires
- Manage team escalations to ensure:
- Employee support
- Staff motivation retention
- Collaborate with Function Leads to align:
- Delivery priorities
- Resource allocation
- Escalation policies
Requirements
Skills & Experience
- Strong ITIL v4 expertise (Foundation certification required; Intermediate/Managing Professional highly desirable).
- Proven experience in managed services coordination, particularly in enterprise environments.
- Proficiency in:
- Incident management
- Problem management
- Change management
- Request management
- Experience handling:
- Multi-location delivery teams
- Offshore/nearshore coordination
- Strong stakeholder management with the ability to:
- Bridge technical and business perspectives
- Analytical mindset for:
- KPI tracking
- Reporting
- Service performance analysis
- Exposure to the Microsoft technology stack (e.g., Azure, Business Central, Dynamics 365, Power Platform).
- Hands-on experience with ITSM platforms (e.g., FreshService, Datadog).
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Key Competencies
- Leadership & People Development – Coaching and managing diverse teams across geographies.
- Process-Driven Mindset – Focus on compliance and governance.
- Collaborative Leadership – Influence decisions without direct authority.
- Analytical Thinking – Problem-solving and forecasting strategies.
- Adaptive Resilience – Managing escalations and shifting priorities.
- Continuous Improvement Orientation – Proactively enhancing service quality.
Benefits
Work Life
- Remote-First Flexibility: Work from Ireland or the UK, with collaboration opportunities in Spain, Hungary, and Dubai.
- Sustainable Workfront: Avoid commutes while reducing your carbon footprint.
- Tailored Equipment: Provided laptops and tools for seamless work-from-home setups.
Well-Being
- Health & Life Insurance: Comprehensive coverage for peace of mind.
- Pension Scheme: Supportive retirement planning.
Career Growth
- Training & Development:
- Structured learning paths
- Certifications
- Mentorship programs.
- Employee Assistance Programme (EAP):
- Confidential counselling and mental health support.
Culture & Social Engagement
- Sports & Social Events: Team activities (e.g., fun runs, sports leagues) fostering camaraderie.
- Diversity & Inclusion: Commitment to equitable opportunities.
- Corporate Values: Developed around resilience, service excellence, curiosity, and growth.
Recognition & Industry Highlights
- Featured in Deloitte Fast 50 and as a Microsoft Business Applications Partner of the Year.
Hiring Process
- Screening Call – Brief discussion with our Talent Acquisition team.
- Interview Stages – 2-3 phases, flexible scheduling to accommodate availability. All stages conducted remotely via video.
- Final Decision – Selection complete once fully filled.
Desired candidates should articulate how they embody our values (accessible here) in past roles and envision aligning with them at TEKenable.
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Skills
ITIL v4
Managed Services Delivery
Incident Management
Problem Management
Change Management
Stakeholder Management
KPI Tracking
People Management
Microsoft Azure
Dynamics 365
Power Platform
Business Central
FreshService
Datadog
ISO27001
ISO9001
Location