Remote ITIL-Driven Support Manager - Cloud & Dynamics

TEKenable; Ireland; Remote; EUR 70,000 - 95,000; Full time

Job summary

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.

Responsibilities

• 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.

Skills

ITIL v4

Service delivery coordination

Incident & problem management

Multi-location delivery

Stakeholder communication

Job description

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.