IT Support Manager
New
T
TEKenableDigital Transformation
The role holder can work remotely, but the position is open to applicants in either Ireland or the UK only.Full-TimeManager
Salary not disclosed
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Job Details
- Required Skills
- Microsoft DynamicsDatadog
Requirements
- ITIL v4 Foundation certification (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.
- 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/delivery platforms (e.g., FreshService, Datadog).
Responsibilities
- Oversee day-to-day ticket operations including prioritization, assignment, and SLA adherence.
- Manage backlog, aging tickets, and escalation handling.
- Coordinate Major Incidents and ensure Problem Management activities reduce repeat issues.
- Produce regular and ad hoc reports, dashboards, and KPI metrics for stakeholders.
- Act as the operational bridge between the Service Delivery Manager and functional delivery teams.
- Line-manage nearshore and onshore delivery resources, providing coaching and career development.
- Drive continuous improvement initiatives and ensure adherence to ITIL, ISO27001, and ISO9001 processes.
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