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Role overview

TEKenable is hiring a Support Manager to steer its managed services support function. The role focuses on running an ITIL-aligned team that delivers dependable support for Microsoft cloud solutions, including Azure, .NET, Business Central, Dynamics 365, and Power Platform. You will help keep services stable, strengthen team performance, and support ongoing service improvements. This position is remote, but candidates must be based in either Ireland or the UK.

TEKenable is a digital transformation business with a strong focus on Microsoft cloud technologies and recognised capability in AI and Data. Operating globally with a remote-first approach, the company provides managed services to clients across multiple regions.

Service coordination and delivery

Act as the working link between the Service Delivery Manager and the functional delivery teams.
Make sure service targets, KPIs, and contract commitments are achieved consistently.
Support the Service Delivery Manager with contract adherence, reporting, and client satisfaction efforts.
Coordinate internal teams so technical groups and service management stay aligned and communicate effectively.
Prepare scheduled and ad hoc reports, dashboards, KPI summaries, and presentations for internal stakeholders with accurate and clear data.
Work with client-side operational stakeholders on service delivery topics while the Service Delivery Manager remains accountable for the overall relationship, governance, and commercial performance.
Join client service reviews, governance meetings, and operational reporting sessions alongside the Service Delivery Manager.
Share service performance insights, trend analysis, and recommendations for improvement with client stakeholders.
Develop strong relationships with client operational leads so business requirements and service delivery remain in step.

Operational ownership

Take responsibility for daily ticket handling, including prioritisation, allocation, and SLA compliance.
Manage ticket backlogs, ageing items, and escalation response.
Coordinate major incidents and related communications.
Oversee problem management activities to help reduce recurring incidents.
Handle service delivery across several clients while balancing competing priorities and shared resource allocation.
Balance BAU support work against minor enhancements and determine when to focus on run versus change activities.

Operational excellence

Track incident and request volumes, escalation patterns, and overall service performance.
Contribute to dashboards, reports, and forecasting models that support proactive service management.
Lead improvement initiatives together with the Service Delivery Manager and Director of Managed Services.
Ensure delivery teams follow ITIL-based processes consistently.
Spot process gaps and propose practical improvements.
Understand, follow, and actively promote ISO27001 and ISO9001 policies and procedures.

People management

Line manage onshore and nearshore delivery staff, including performance reviews, coaching, and career growth support.
Hold regular one-to-ones, feedback conversations, and formal performance discussions.
Encourage a team culture built on ownership, collaboration, and continuous improvement.
Support workforce planning, onboarding, and training for new joiners.
Act as the escalation contact for team-related concerns and help keep staff supported and engaged.
Work closely with Function Leads to align delivery priorities, resource plans, and escalation handling.

Skills and experience

Solid knowledge of ITIL v4 practices, with Foundation certification required and Intermediate or Managing Professional level considered an advantage.
Background in managed services delivery coordination within enterprise settings.
Understanding of incident, problem, change, and request management workflows.
Experience in multi-location delivery environments, ideally involving offshore or nearshore teams.
Strong communication and stakeholder management ability, including translating between technical and business audiences.
Analytical approach with hands-on experience in KPI tracking, reporting, and service performance review.
Exposure to Microsoft technologies such as Business Central, Dynamics 365, or Power Platform.
Previous use of delivery platforms such as FreshService and Datadog.

Key competencies

People leadership skills with the ability to coach, guide, and motivate teams across different locations.
Structured, process-led working style with strong attention to compliance and governance.
Collaborative influence, able to drive outcomes without relying on direct authority.
Clear analytical thinking for troubleshooting, planning, and forecasting.
Comfort with pressure, changing priorities, and incident escalation.
Strong commitment to service improvement and operational efficiency.
Proactive use of tools, automation, dashboards, monitoring, reporting, analytics, and ITSM platforms to improve performance, transparency, and client value.

Why this role may appeal to you

Enjoy remote flexibility from Ireland or the UK while working closely with teams in Spain, Hungary, and the UAE.
Take on meaningful transformation work using Microsoft technologies in AI, Dynamics, and Data.
Join a company recognised for achievements such as Deloitte Fast 50 and Microsoft Business Applications Partner of the Year.
Benefit from coaching, structured development, and international exposure that can support career progression.

Requirements

Strong grounding in ITIL v4 practices, with Foundation certification required and Intermediate or Managing Professional level preferred.
Demonstrated experience coordinating managed service delivery in enterprise environments.
Working knowledge of incident, problem, change, and request management processes.
Experience in multi-location delivery models, preferably including offshore or nearshore coordination.
Excellent stakeholder management and communication skills, with the ability to connect technical and business viewpoints.
Analytical mindset with experience in KPI monitoring, reporting, and service performance analysis.
Exposure to the Microsoft technology stack, especially Business Central, Dynamics 365, or Power Platform.
Prior experience with an ITSM platform.

Culture and hiring process

TEKenable says its culture is shaped by resilience, heartfelt service, always striving, and insatiable curiosity. Candidates are expected to show how they have demonstrated these values in previous roles and how they would contribute to them if hired.

The company states that it is committed to diversity, inclusion, and equal opportunity, and welcomes applicants from all backgrounds and orientations, including those of different genders, disabilities, sexual orientations, generations, ethnicities, religions, family or parental status, neurodiversity, or beliefs.

After shortlisting, a talent acquisition manager will arrange a brief pre-screening call. The interview process is expected to have two to three stages, with scheduling arranged around candidate availability. All interviews will be held remotely by video call. The role will be filled once the right candidate is selected.

Benefits

Remote working with the option to work from Ireland or the UK, helping reduce commuting time and support a lower carbon footprint.
Company-provided equipment such as a laptop and any additional tools needed for the role.
Flexible working hours, subject to line manager approval, around core business hours from Monday to Friday.
Health and life insurance coverage.
Pension scheme support.
Training and development support, including learning opportunities, certifications, and role-based career pathways.
Sports, social, and team events.
Employee Assistance Programme with confidential support, counselling, and wellbeing resources.

Location and eligibility

This role is remote, but only applicants based in Ireland or the UK can be considered.

Additional information

The company’s values are resilience, heartfelt service, always striving, and insatiable curiosity. Applicants should be ready to explain how they have applied these values in earlier roles.

The role involves managing service stability, incident and problem handling, customer satisfaction, and continuous improvement across service operations.

IT Support Manager