TEKenable is hiring a Microsoft IT Services Manager - (ITIL Certified)

TEKenable is searching for an energetic Support Manager to direct our managed services support team. The Support Manager will spearhead daily operations of an ITIL-aligned Managed Service team delivering exceptional support for Microsoft cloud-focused solutions. You will supervise operational activities, guaranteeing superior service delivery for Microsoft cloud-based solutions including Azure, .NET, Business Central, Dynamics 365, and Power Platform. This position is crucial in maintaining service stability, promoting continuous improvement, and cultivating a high-performing team environment. The role allows remote work, but candidates must be located in Ireland or the UK. This essential role ensures service stability, effective incident and problem management, superior customer satisfaction, and ongoing service enhancement. TEKenable is a pioneer in digital transformation, specializing in Microsoft cloud solutions and recognized for excellence in AI and Data. With a worldwide presence and remote-first approach, we provide innovative managed services to global clients. Key Responsibilities: Team Leadership: - Supervise, coach, and develop a diverse support engineering team across multiple locations and shifts. - Encourage collaborative, accountable, and high-performance culture. - Conduct periodic individual meetings, feedback sessions, and performance evaluations. - Manage onboarding, training, and workforce strategic planning. Service Delivery: - Coordinate daily support operations, ensuring compliance with ITIL-aligned processes. - Function as operational liaison between service management and technical teams. - Maintain consistent service levels, performance indicators, and contractual commitments. - Serve as primary escalation point for critical incidents and team challenges. Client Engagement: - Support client interactions and serve as primary operational contact for assigned clients. - Participate in service reviews, governance meetings, and operational reporting. - Develop trusted client relationships and provide service performance insights. Operational Excellence: - Track incident/request volumes, escalation patterns, and service performance. - Generate regular and specialized reports, dashboards, and performance metrics. - Implement continuous improvement strategies and embed ITIL best practices. - Recognize and address service delivery and tooling enhancement opportunities. Why Apply: - Remote-first flexibility across Ireland or the UK with global collaboration - Industry-leading transformation challenges using Microsoft technologies - Professional recognition through industry awards - Career growth via coaching and structured development Requirements: - Strong ITIL v4 practices understanding - Proven managed service delivery experience - Familiarity with service management processes - Multi-location delivery model expertise - Superior stakeholder communication skills - Analytical performance tracking capabilities - Microsoft technology stack knowledge - ITSM Platform experience TEKenable's culture embodies resilience, heartfelt service, continuous striving, and insatiable curiosity. Candidates must demonstrate alignment with these core values. We champion diversity and inclusion, committed to equal employment opportunities across all backgrounds. Hiring Process: A dedicated talent acquisition manager will conduct a pre-screening call. The interview process involves 2-3 stages, conducted remotely and scheduled around candidate availability. Benefits: - Remote working with sustainability focus - Provided equipment - Flexible working hours - Comprehensive health and life insurance - Supportive employee pension scheme