{"id":3398050,"url":"https://alion.io/job/tekenable-it-support-manager-microsoft-managed-services","title":"IT Support Manager - Microsoft Managed Services","company":{"id":56831,"name":"TekEnable","domain":"tekenable.com","url":"https://alion.io/company/tekenable","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workable","truth_index":{"grade":"B","score":75,"open_postings":3,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":30,"computed_at":"2026-11-01T06:10:25Z"}},"role":"Support","role_family":"Support","seniority":null,"employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"posting_text","remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":[],"countries":[],"hiring_countries":["GB","IE"],"hiring_countries_total":2,"salary":null,"salary_estimate":{"min_usd":36000,"max_usd":66000,"period":"year","method":"role_country_seniority_unknown","sample_n":152},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":".NET","optional":false},{"name":"Azure","optional":false},{"name":"ISO 27001","optional":false},{"name":"ITIL","optional":false},{"name":"C#","optional":true},{"name":"Datadog","optional":true},{"name":"ITSM","optional":true}],"status":"live","first_seen_at":"2026-10-28T13:15:55Z","employer_posted_date":"2026-10-28","last_verified_at":"2026-11-01T15:27:33Z","board_verified":true,"closed_at":null,"days_open":4,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":4},"description":"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.\nThe 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.\nThe role holder can work remotely, but the position is open to applicants in either Ireland or the UK only.\nTEKenable 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.\nKey Responsibilities\nService Coordination & Delivery\nAct as the operational bridge between the Service Delivery Manager and functional delivery teams. \nEnsure service levels, KPIs, and contractual obligations are consistently met. \nSupport the Service Delivery Manager in contractual compliance, reporting, and client satisfaction initiatives. \nServe as the point of coordination for internal teams, ensuring smooth communication between technical functions and service management. \nProduce regular and ad hoc reports, dashboards, KPI metrics and presentations for internal stakeholders, ensuring data accuracy and clarity. \nAnalyse service performance data to identify trends, underlying causes, risks and areas requiring action, providing clear recommendations rather than reporting metrics in isolation. \nEngage with client operational stakeholders on service delivery matters, while the Service Delivery Manager retains responsibility for overall client relationship, governance, and commercial performance. \nParticipate in client service reviews, governance meetings, and operational reporting sessions alongside the Service Delivery Manager. \nProvide service performance insights, trend analysis, and improvement recommendations to client stakeholders. \nBuild trusted relationships with client operational leads, ensuring alignment between business needs and service delivery. \nOperational Ownership\nOwn day-to-day ticket operations including prioritisation, assignment, and SLA adherence \nOwn operational issues and escalations through to resolution, ensuring actions are clearly assigned, tracked and followed through to completion. \nProactively identify service risks, SLA risks, ageing or stalled tickets, customer concerns and potential escalations, taking appropriate action before management or customer intervention is required. \nManage backlog, ageing tickets, and escalation handling \nCoordinate Major Incidents from identification through resolution, ensuring timely internal and customer communication, clear ownership of actions, and appropriate RCA and follow-up activities. \nEnsure Problem Management activities reduce repeat incidents \nManage service delivery across multiple clients, balancing competing priorities and ensuring effective allocation of shared resources \nManage prioritisation between BAU support activities and minor enhancements (run vs change) \nEstablish and maintain regular ticket quality reviews, ensuring appropriate documentation, customer communication, troubleshooting, categorisation and adherence to agreed support processes. \nOperational Excellence\nMonitor incident and request volumes, escalation trends, and service performance. \nProvide input into dashboards, reports, and forecasting models to support proactive service management. \nDrive continuous improvement initiatives in collaboration with the Service Delivery Manager and Director of Managed Services. \nEnsure ITIL-aligned processes are embedded and followed across delivery teams. \nIdentify gaps in process adherence and recommend improvements. \nUnderstand, comply with and actively promote adherence to ISO27001 and ISO9001 policies and procedures.\nSkills & Experience\nStrong grounding in ITIL v4 practices (Foundation certification required; Intermediate/Managing Professional desirable). \nProven experience in managed services delivery coordination within enterprise environments. \nFamiliarity with incident, problem, change, and request management processes. \nExperience working in multi-location delivery models, ideally with offshore/nearshore coordination. \nStrong stakeholder management and communication skills, with the ability to bridge technical and business perspectives. \nAnalytical mindset with experience in KPI tracking, reporting, and service performance analysis. \nExposure to Microsoft technology stack (Business Central, Dynamics 365 or Power Platform) \nPrevious experience using Delivery Platforms (FreshService, Datadog) \nKey Competencies\nProactive Ownership & Accountability - takes ownership of service operations, identifies risks and issues early, takes appropriate action and drives activities through to completion without requiring continual management intervention. \nLeadership & People Development - able to motivate, coach, and manage diverse teams across geographies. \nProcess-driven mindset with attention to compliance and governance. \nCollaborative leadership-able to influence without direct authority. \nAnalytical and Data-Driven Thinking - able to interpret service data, identify trends and underlying causes, assess risks and translate findings into meaningful insight and clear recommendations. \nResilience and adaptability in managing escalations and shifting priorities. \nContinuous improvement orientation-always seeking efficiency and service quality gains. \nInitiative & Tooling for Improvement - proactively identifies opportunities to enhance delivery and leverages automation, dashboards, and service management tooling (e.g., ITSM platforms, monitoring, reporting, and analytics) to drive measurable improvements in performance, transparency, and client value. \nStakeholder Management & Communication - communicates clearly with customers, technical teams and management, and is comfortable challenging, escalating and influencing where appropriate. \nWhy apply\nRemote-first flexibility anywhere from Ireland or the UK with global collaboration across Spain, Hungary, and UAE.\nIndustry-leading transformation challenges using Microsoft tech in AI, Dynamics, and Data solutions.\nProfessional recognition, including Deloitte Fast 50, Microsoft Business Applications Partner of the Year, and more.\nCareer growth through coaching, structured development, and international exposure.\nRequirements\nStrong grounding in ITIL v4 practices (Foundation certification required; Intermediate/Managing Professional desirable).\nProven experience in managed service delivery coordination within enterprise environments.\nFamiliarity with incident, problem, change, and request management processes.\nExperience working in multi-location delivery models, ideally with offshore/nearshore coordination.\nStrong stakeholder management and communication skills, with the ability to bridge technical and business perspectives.\nAnalytical mindset with experience in KPI tracking, reporting, and service performance analysis.\nExposure to Microsoft technology stack (Business Central, Dynamics 365 or Power Platform)\nPrevious experience using ITSM Platform\nTEKenable'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.\nAt 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.\nHiring Process\nOnce 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.\nBenefits\nRemote 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.\nEquipment - We'll set you up with a laptop and any other equipment you might need to get the job done.\nFlexible working hours - Once pre-approved by line management, employees can benefit from flexibility around core business hours Monday to Friday.\nHealth & life Insurance - We offer a comprehensive health & life insurance to ensure your well-being and peace of mind.\nPension Scheme - A supportive employee pension scheme is offered to help you build a secure and comfortable future\nTraining & Development Support - We invest in your professional growth through structured learning opportunities, certifications, and career development pathways tailored to your role and ambitions.\nSports & 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.\nEmployee 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.","description_format":"text","description_chars":10611,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Flexible schedule","Life insurance","Sports activities"],"hiring_locations":[{"name":"United Kingdom","iso":"GB","kind":"country"},{"name":"Ireland","iso":"IE","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Workflow & Process Automation (RPA, BPM)","Enterprise Apps Implementation Partners"],"lifecycle":[{"event":"open","at":"2026-10-28T13:15:55Z"}],"visa":[{"country":"GB","licensed_sponsor":true,"evidence":"Licensed UK visa sponsor (Skilled Worker)","filings_12m":null,"filings_prev_12m":null,"green_card_filings_12m":null,"median_offered_wage_usd":null,"route":"Skilled Worker","cap_exempt":false,"checked_at":"2026-10-31T06:23:40+00:00","sources":["UK Home Office: register of licensed sponsors (workers)"],"filings_for_role_12m":0}],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":3,"expected_fill_days":30,"reasons":["conf:2","win:early"],"computed_at":"2026-11-01T06:10:25Z"},"pay":null,"html_url":"https://alion.io/job/tekenable-it-support-manager-microsoft-managed-services","json_url":"https://alion.io/job/tekenable-it-support-manager-microsoft-managed-services.json","meta":{"generated_at":"2026-11-01T15:42:24Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":24027,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-02T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":56831},"rest":"https://alion.io/mcp/rest/get_company?id=56831"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Ftekenable-it-support-manager-microsoft-managed-services"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Ftekenable-it-support-manager-microsoft-managed-services"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Ftekenable-it-support-manager-microsoft-managed-services"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/tekenable-it-support-manager-microsoft-managed-services\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Ftekenable-it-support-manager-microsoft-managed-services"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3398050}},{"tool":"search_jobs","arguments":{"company":"tekenable.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3398050},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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