Shift Support Manager (.NET & Angular)

We are seeking an experienced and dynamic Shift Support Manager (.NET & Angular) to lead and manage a team within our 24/7 IT Support Function. This role requires exceptional communication and leadership skills, working in a shift pattern. It's a remote first opportunity and is opened to candidates based in Pakistan. 

The support function’s core technology is based on the Microsoft technology stack - .NET/Angular and Microsoft P1r378ower platform. This role focuses on operational excellence, team management, and ensuring high levels of service delivery to meet business needs.  

TEKenable is a leading IT company with over 220 employees serving more than 200 clients worldwide. Headquartered in Ireland, we have operations across the UK, Spain, Hungary, and UAE. We specialise in digital transformation, utilising cloud solutions to drive business transformation. Our "Remote First" working policy ensures flexibility for all employees. 

TEKenable has been recognised for its expertise in AI and Data, winning several prestigious Microsoft awards. We have been in the Deloitte Fastest 50 for six consecutive years and won two awards this year for Microsoft Business Applications Partner of the Year 2024 and Building with AI 2024. 

The ideal candidate will bring strong leadership, organisational, and communication skills, with a background in managing teams in a high-pressure, round-the-clock support environment. While technical knowledge is an asset, this position emphasizes people management, process improvement, and strategic oversight.  

Key Responsibilities 

• Manage, mentor, and develop a team of support engineers working within a rotating 24/7 schedule. 
• Foster a collaborative and high-performing team culture.
• Ensure efficient operation of the shift team to maintain SLAs and deliver exceptional service. 
• Monitor incident, problem, and change management processes to ensure timely and effective resolution. 
• Collaborate with other shift managers within the 24/7 function, ensuring adequate coverage and managing staffing adjustments as required. 
• Act as a primary point of escalation for critical incidents, coordinating response efforts across teams and stakeholders. 
• Drive improvements in service quality through performance metrics, feedback, and lessons learned. 
• Develop and maintain strong relationships with internal teams and external stakeholders. 
• Oversee and continuously improve support workflows, ensuring alignment with ITIL best practices. 
• Track team performance using KPIs, dashboards, and reports, and present findings to senior management. 
• Identify and address areas for improvement in service delivery, tools, and team operations. 
• Provide timely and effective communication during incidents to stakeholders and customers.
• Identify skill gaps within the team and coordinate appropriate training and upskilling initiatives. 
• Promote a culture of continuous learning and improvement. 

Key Qualifications 

• Proven experience managing IT support teams ideally in a 24/7 environment. 
• Strong ability to motivate, coach, and mentor team members. 
• Familiarity with ITIL or other service management frameworks. 
• Experience managing incident response, problem resolution, and escalation processes. 
• Ability to analyse data to identify trends, improve processes, and make informed decisions. 
• Basic understanding of monitoring and incident management systems is advantageous. 
• Excellent written and verbal communication skills, with the ability to communicate effectively across all levels of the organization. 
• Strong relationship management skills and a customer-centric mindset. 

Preferred Technical Knowledge: 

While not required, familiarity with any of below is advantageous: 

• Knowledge with Microsoft Power Platform  
• Any Microsoft Certifications  
• MS Azure 
• DevOps 
• Knowledge of MS .NET Core / Angular 
• Any web application development experience 

Preferred Qualifications  

• Degree in any discipline. Computer Science (desirable) 
• technical accreditations are highly desirable. 

Work Environment  

• Rotating shifts, including overnight and weekend shifts.  
• Remove and Hybrid work options available.  

We thank all applicants for their interest; however, only those selected for an interview will be contacted. 

Benefits include - Annual bonus, hybrid working, health insurance, Microsoft or Salesforce certifications, life insurance, and company trips. 

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. 

TEKenable was named Technology Business of the Year, was included in the Deloitte Fast50 for 3 years running and won the Fast50 Impact award. We have global reach with operations in Ireland, the UK, Hungry, Spain & UAE and expertise across Financial Services, Healthcare, Agri-Food, and the Public Sector. 

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, or belief.