<p><a href="https://himalayas.app/companies/tekenable">TEKenable</a> 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. </p><p>This critical role ensures service stability, effective incident and problem management, high customer satisfaction, and continuous improvement across service operation</p><p><a href="https://himalayas.app/companies/tekenable">TEKenable</a> 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.</p><h3>Key Responsibilities</h3><h3>Service Coordination &amp; Delivery </h3><ul><ul><li>Act as the operational bridge between the Service Delivery Manager and functional delivery teams. </li></ul><ul><li>Ensure service levels, KPIs, and contractual obligations are consistently met. </li></ul><ul><li>Support the Service Delivery Manager in contractual compliance, reporting, and client satisfaction initiatives. </li></ul><ul><li>Serve as the point of coordination for internal teams, ensuring smooth communication between technical functions and service management. </li></ul><ul><li>Produce regular and ad hoc reports, dashboards, KPI metrics and presentations for internal stakeholders, ensuring data accuracy and clarity. </li></ul><ul><li>Engage with client operational stakeholders on service delivery matters, while the Service Delivery Manager retains responsibility for overall client relationship, governance, and commercial performance. </li></ul><ul><li>Participate in client service reviews, governance meetings, and operational reporting sessions alongside the Service Delivery Manager. </li></ul><ul><li>Provide service performance insights, trend analysis, and improvement recommendations to client stakeholders. </li></ul><ul><li>Build trusted relationships with client operational leads, ensuring alignment between business needs and service delivery. </li></ul></ul><h3>Operational Ownership </h3><ul><ul><li>Own day-to-day ticket operations including prioritisation, assignment, and SLA adherence </li></ul><ul><li>Manage backlog, ageing tickets, and escalation handling </li></ul><ul><li>Oversee Major Incident coordination and communication </li></ul><ul><li>Ensure Problem Management activities reduce repeat incidents </l