IT Support Manager

TEKenable Ltd

Support Manager overseeing ITIL-aligned managed services for Microsoft solutions. Leading a support team in cloud-focused operations at TEKenable.

Posted 7/2/2026full-timeRemote • 🇬🇧 United KingdomMid-LevelSeniorWebsite

Tech Stack

Tools & technologies

ITSM

About the role

Key responsibilities & impact

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, 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
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)
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.
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.

Requirements

What you’ll need

Strong grounding in ITIL v4 practices (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, 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 ITSM Platform
TEKenable's culture is built upon the values of* resilience*, *heartfelt service*, *always striving* and *insatiable curiosity*. You can learn more about our values at www.tekenable.ie. Candidates applying for this role need to be able to demonstrate how they have applied these values in other roles and how they'll contribute to them, should they be successful.

Benefits

Comp & perks

**Remote working** &** sustainability** - Experience the flexibility to work from Ireland or the UK, avoiding the stress of being stuck in car jams, saving valuable commute time to an office, while actively contributing to a lower carbon footprint and the fight against climate change.
**Equipment - **We'll set you up with a laptop and any other equipment you might need to get the job done.
**Flexible working hours **- Once pre-approved by line management, employees can benefit from flexibility around core business hours Monday to Friday.
**Health & life Insurance** - We offer a comprehensive health & life insurance to ensure your well-being and peace of mind.
**Pension Scheme** - A supportive employee pension scheme is offered to help you build a secure and comfortable future
**Training & Development Support**-We 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 that bring colleagues together and foster meaningful connections beyond work.
**Employee Assistance Programme (EAP)**Access confidential support, counselling, and well-being resources through our Employee Assistance Programme — because your mental and emotional health matter just as much as your professional success.

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Incident ManagementProblem ManagementChange ManagementRequest ManagementService Performance AnalysisData ReportingTrend AnalysisService Level Agreement (SLA) AdherenceContinuous Improvement InitiativesOperational Reporting

Soft Skills

Communication SkillsAnalytical MindsetTeam LeadershipCollaborationCoaching and Mentoring

Certifications

ITIL V4 Foundation CertificationITIL V4 Intermediate CertificationITIL V4 Managing Professional Certification