Role Description 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. 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 - Continuous improvement across service operation 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. - 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. Qualifications - 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 with attention to compliance and governance. - Collaborative leadership—able to influence without direct authority. - Analytical and structured thinking for problem-solving and forecasting. - Resilience and adaptability in managing escalations and shifting priorities. - Continuous improvement orientation—always seeking efficiency and service quality gains. - Initiative & Tooling for Improvement – proactively identifies opportunities to enhance delivery and leverages automation, dashboards, and service management tooling. Benefits - Remote-first flexibility anywhere from Ireland or the UK with global collaboration across Spain, Hungary, and UAE. - Industry-leading transformation challenges using Microsoft tech in AI, Dynamics, and Data solutions. - Professional recognition, including Deloitte Fast 50, Microsoft Business Applications Partner of the Year, and more. - Career growth through coaching, structured development, and international exposure. - Health & life Insurance - Comprehensive health & life insurance to ensure your well-being and peace of mind. - Pension Scheme - A supportive employee pension scheme to help you build a secure and comfortable future. - Training & Development Support - Invest in your professional growth through structured learning opportunities, certifications, and career development pathways tailored to your role and ambitions. - Sports & Social Events - Join a vibrant community through regular sports activities, team outings, and social events. - Employee Assistance Programme (EAP) - Access confidential support, counselling, and well-being resources.