IT Support Manager – Microsoft Managed Services

🔥 31 minutes ago

🌐 United Kingdom, Ireland – Remote

🇬🇧 United Kingdom – Remote 🇮🇪 Ireland – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

💻 IT Support

👻 Ghost score 11%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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TEKenable Ltd

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2002

💼 Consulting

🏥 Healthcare

🏭 Manufacturing

Consulting • Healthcare • Manufacturing

TEKenable Ltd. is a technology consulting firm specializing in AI, data transformation, and cloud solutions to facilitate business transformation. With expertise in Microsoft platforms such as Dynamics 365 and Power Platform, TEKenable offers tailored solutions in areas including data analytics, cyber security, and the Internet of Things (IoT). The company is committed to delivering innovative digital solutions that enhance revenue, reduce costs, and empower employees, supporting clients across various sectors including healthcare, finance, and manufacturing.

📋 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

🎯 Requirements

• 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

🏖️ Benefits

• 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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