Microsoft IT Services Manager - (ITIL Certified)

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 Service team delivering high-quality support for Microsoft cloud-focused solutions. You will oversee day-to-day operations, ensuring high-quality service delivery for Microsoft cloud-based solutions including Azure, .NET, Business Central, Dynamics 365, and Power Platform. This role is pivotal in maintaining service stability, driving continuous improvement, and fostering a high-performing team culture. The role holder can work remotely, but the position is open to applicants in either Ireland or the UK only. This critical role ensures service stability, effective incident and problem management, high customer satisfaction, and continuous improvement across service operation 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 Responsibilities

Team Leadership:

• Manage, mentor, and develop a diverse team of support engineers across multiple locations and shifts.
• Foster a collaborative, accountable, and high-performance culture.
• Conduct regular 1:1s, feedback sessions, and performance reviews.
• Oversee onboarding, training, and workforce planning.

Service Delivery:

• Coordinate daily support operations, ensuring adherence to ITIL-aligned processes (Incident, Problem, Change, Request Fulfilment).
• Act as the operational bridge between service management and technical teams.
• Ensure service levels, KPIs, and contractual obligations are consistently met.
• Serve as the primary escalation point for critical incidents and team issues.

Client Engagement:

• Support client engagement and act as the main operational contact for assigned clients.
• Participate in service reviews, governance meetings, and operational reporting.
• Build trusted relationships with client stakeholders and provide service performance insights.

Operational Excellence:

• Monitor incident/request volumes, escalation trends, and service performance.
• Produce regular and ad hoc reports, dashboards, and KPI metrics.
• Drive continuous improvement initiatives and ensure ITIL best practices are embedded.
• Identify and address areas for improvement in service delivery and tooling.

Why apply

• Remote-first flexibility anywhere from Ireland or the UK with global collaboration across Spain, Hungary, and UAE.
• Industry-leading transformation challenges using Microsoft tech in AI, Dynamics, and Data solutions.
• Professional recognition, including Deloitte Fast 50, Microsoft Business Applications Partner of the Year, and more.
• Career growth through coaching, structured development, and international exposure.
• 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. At TEKenable we foster a culture of diversity and inclusion as we pride ourselves on being a company represented by people of all different backgrounds and orientations. We are committed to providing equal employment opportunities regardless of gender, disability, sexual orientation, generation, ethnicity, religion, family or parental status, neurodiversity or belief. Hiring Process Once you are successfully selected for interview a dedicated talent acquisition manager will reach out and arrange a short pre-screening call. We want to learn more about you and the experience you can bring to the position. The interview process will have 2-3 stages and we will work around your availability. You will the opportunity to talk with our recruitment team at various points throughout the process. All interview stages will be conducted remotely via video calls and arranged at a time that fits with your schedule. We will close the position once the role is filled. 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