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 Services team, delivering high-quality support across Microsoft cloud-focused solutions including Azure, .NET-based applications, Business Central, Microsoft Dynamics 365 and Power Platform.
The role requires proactive ownership of support operations, identifying and addressing service risks, customer concerns, SLA risks, ageing or stalled tickets and potential escalations before intervention is required. The Support Manager is responsible not only for monitoring and reporting service performance, but for analysing trends and underlying issues, identifying risks and improvement opportunities, recommending appropriate actions and driving those actions through to completion.
The role will ensure service stability, effective incident and problem management, high customer satisfaction and continuous improvement across service operations.
The role holder can work remotely, but the position is open to applicants in either Ireland or the UK only.
TEKenable is a leader in digital transformation, specialising in Microsoft cloud solutions and recognised for excellence in AI and Data. With a global presence and a remote-first policy, we deliver innovative managed services to clients worldwide.
Key ResponsibilitiesService 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.
- Analyse service performance data to identify trends, underlying causes, risks and areas requiring action, providing clear recommendations rather than reporting metrics in isolation.
- Engage with client operational stakeholders on service delivery matters, while the Service Delivery Manager retains responsibility for overall client relationship, governance, and commercial performance.
- 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.
- Own day-to-day ticket operations including prioritisation, assignment, and SLA adherence
- Own operational issues and escalations through to resolution, ensuring actions are clearly assigned, tracked and followed through to completion.
- Proactively identify service risks, SLA risks, ageing or stalled tickets, customer concerns and potential escalations, taking appropriate action before management or customer intervention is required.
- Manage backlog, ageing tickets, and escalation handling
- Coordinate Major Incidents from identification through resolution, ensuring timely internal and customer communication, clear ownership of actions, and appropriate RCA and follow-up activities.
- 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)
- Establish and…
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