IT Support Manager

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 Service team delivering high-quality support for Microsoft cloud-focused solutions. You will oversee day-to-day operations, ensuring high-quality service delivery for Microsoft cloud-based solutions including Azure, .NET, Business Central, Dynamics 365, and Power Platform. This role is pivotal in maintaining service stability, driving continuous improvement, and fostering a high-performing team culture. The role holder can work remotely, but the position is open to applicants in either Ireland or the UK only.

This critical role ensures service stability, effective incident and problem management, high customer satisfaction, and continuous improvement across service operation

TEKenable is a leader in digital transformation, specialising in Microsoft cloud solutions and recognised for excellence in AI and Data. With a global presence and a remote-first policy, we deliver innovative managed services to clients worldwide.

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.

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

Manage backlog, ageing tickets, and escalation handling

Oversee Major Incident coordination and communication

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)

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

People Management

Line-manage nearshore and onshore delivery resources, including performance management, coaching, and career development.

Conduct regular 1:1s, feedback sessions, and performance reviews.

Foster a culture of accountability, collaboration, and continuous improvement within the team.

Support workforce planning, onboarding, and training of new team members.

Act as the escalation point for team-related issues, ensuring staff are supported and motivated.

Work closely with Function Leads to align delivery priorities, resource allocation, and escalation handling.

Skills & Experience

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

Leadership & People Development – able to motivate, coach, and manage diverse teams across geographies.

Process-driven mindset wi…