IT Support Manager - Microsoft Managed Services
New
T
TEKenableManaged IT services
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
- Change Management
Requirements
- ITIL v4 Foundation certification is required.
- ITIL v4 Intermediate or Managing Professional certification is desirable.
- Proven experience coordinating managed services delivery in enterprise environments.
- Familiarity with incident, problem, change, and request management processes.
- Experience working in multi-location delivery models; offshore or nearshore coordination is desirable.
- Experience with KPI tracking, reporting, and service performance analysis.
- Exposure to Microsoft technologies including Business Central, Dynamics 365, or Power Platform.
- Previous experience using delivery platforms such as FreshService or Datadog.
- Strong stakeholder management skills and the ability to bridge technical and business perspectives.
- Ability to interpret service data, identify trends and risks, and provide clear recommendations.
- Ability to motivate, coach, and manage diverse teams across geographies.
- A process-driven approach with attention to compliance and governance.
Responsibilities
- Coordinate service delivery between the Service Delivery Manager and functional delivery teams, ensuring service levels, KPIs, and contractual obligations are met.
- Produce reports, dashboards, KPI metrics, and presentations, and analyze service data to identify trends, risks, causes, and improvement opportunities.
- Engage with client operational stakeholders and participate in service reviews, governance meetings, and operational reporting sessions.
- Own daily ticket operations, including prioritization, assignment, backlog management, and SLA adherence.
- Manage operational issues and escalations through resolution, assigning and tracking actions to completion.
- Coordinate major incidents from identification through resolution, including communication, root-cause analysis, and follow-up.
- Ensure problem management activities reduce repeat incidents and maintain ticket quality and documentation.
- Manage delivery across multiple clients, balancing priorities, shared resources, BAU support, and minor enhancements.
- Monitor incident and request volumes, escalation trends, and service performance; contribute to dashboards, reporting, and forecasting.
- Drive continuous improvement and ensure ITIL-aligned processes and ISO27001 and ISO9001 policies are followed.
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