IT Support Manager – Microsoft Managed Services

🕒 il y a 2 jours

🌐 Royaume-Uni, Irlande – Distant

🇬🇧 Royaume-Uni – Télétravail 🇮🇪 Irlande – Télétravail

⏰ Temps Plein

🟡 Intermédiaire

🟠 Senior

💻 Technicien Support Informatique

👻 Score fantôme 11%

Ce que ça veut dire : la probabilité que personne ne recrute vraiment pour cette offre.Comment le lire : 60 % ou plus, on pense que c'est une offre fantôme. Un score plus bas est moins inquiétant.Comment on la calcule : ancienneté, republications, postes ouverts vs taille de l'équipe, rapidité de clôture, et si le salaire est indiqué.À noter : une estimation à partir de données publiques, pas un jugement sur l'entreprise. De vraies offres peuvent avoir un score élevé, alors prenez-le comme un indice, pas comme un fait.

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TEKenable Ltd

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201 - 500 employés

Fondée en 2002

💼 Conseil

🏥 Santé

🏭 Fabrication

Consulting • Healthcare • Manufacturing

TEKenable Ltd. est une entreprise de conseil en technologie spécialisée dans l'IA, la transformation des données et les solutions cloud pour faciliter la transformation des entreprises. Avec une expertise dans les plateformes Microsoft telles que Dynamics 365 et Power Platform, TEKenable propose des solutions sur mesure dans des domaines tels que l'analyse des données, la cybersécurité et l'Internet des Objets (IoT). L'entreprise s'engage à fournir des solutions numériques innovantes qui augmentent les revenus, réduisent les coûts et responsabilisent les employés, soutenant les clients dans divers secteurs, y compris la santé, la finance et la fabrication.

Description

• Lead day-to-day operations of an ITIL-aligned Managed Services support team • Deliver high-quality support across Azure, .NET-based applications, Business Central, Microsoft Dynamics 365, and Power Platform • Coordinate between the Service Delivery Manager and functional delivery teams • Ensure service levels, KPIs, and contractual obligations are met • Support contractual compliance, reporting, and client satisfaction initiatives • Coordinate internal technical functions and service management • Produce regular and ad hoc reports, dashboards, KPI metrics, and presentations • Analyse service performance data, trends, underlying causes, risks, and improvement opportunities • Engage with client operational stakeholders and participate in service reviews and governance meetings • Provide service performance insights and improvement recommendations • Own ticket prioritisation, assignment, SLA adherence, backlog, ageing tickets, and escalations • Coordinate Major Incidents through resolution, including communication, root-cause analysis, and follow-up • Ensure Problem Management activities reduce repeat incidents • Manage service delivery across multiple clients and allocate shared resources • Prioritise BAU support activities and minor enhancements • Conduct ticket quality reviews and ensure adherence to support processes • Monitor incident and request volumes, escalation trends, and service performance • Contribute to dashboards, reports, and forecasting models • Drive continuous improvement and embed ITIL-aligned processes • Promote adherence to ISO27001 and ISO9001 policies and procedures

🎯 Exigences

• ITIL v4 Foundation certification required; Intermediate/Managing Professional desirable • Proven experience in managed service 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, bridging technical and business perspectives • Experience with KPI tracking, reporting, and service performance analysis • Exposure to Microsoft technology stack, including Business Central, Dynamics 365, or Power Platform • Previous experience using ITSM platforms, including FreshService and Datadog • Ability to demonstrate TEKenable's values: resilience, heartfelt service, always striving, and insatiable curiosity • Ability to work remotely from Ireland or the United Kingdom • No specific educational credential stated

🏖️ Avantages

• Remote working flexibility from Ireland or the UK • Laptop and any other necessary equipment • Flexible working hours around core business hours, Monday to Friday, with pre-approval • Comprehensive health and life insurance • Employee pension scheme • Structured learning opportunities, certifications, and career development pathways • Sports activities, team outings, and social events • Employee Assistance Programme with confidential support, counselling, and well-being resources

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