IT Support Manager - Microsoft Managed Services

TEKenable; Ireland; À distance; EUR 70 000 - 95 000; Plein temps

Résumé du poste

TEKenable is seeking a dynamic Support Manager to lead our managed services support team. You will oversee day-to-day ITIL-aligned operations for Microsoft cloud solutions, ensuring high-quality support, SLA compliance, and proactive risk mitigation.

You will coordinate multi-location delivery, report on performance, and drive continuous improvement while maintaining strong client relationships. This role allows remote work and is open to applicants in Ireland or the UK.

Qualifications

• Foundation ITIL v4 certification required; higher levels desirable.
• Experience in managed services delivery coordination in enterprise environments.
• Familiarity with incident, problem, change and request management.
• Experience coordinating multi-location delivery with offshore/nearshore teams.
• Strong stakeholder management and communication skills.

Responsabilités

• Coordinate service delivery, meet KPIs and contractual obligations.
• Own ticket operations, prioritisation and SLA adherence.
• Identify risks and escalations, drive actions to completion.
• Monitor trends, produce reports and support continuous improvement.
• Engage with client stakeholders and participate in governance reviews.

Connaissances

ITIL v4

Service delivery coordination

Incident & problem management

Multi-location delivery

Stakeholder communication

Description du poste

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. 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. 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.

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, wi