Service Desk Manager

Job Title: Technical Support Manager

Location: Remote Working

Duration: Permanent, open to both Full Time & PT applicants

We are recruiting an experienced Technical Support Manager to manage a small team of Oracle Support Analysts. The Support Manager will play a pivotal role in ensuring the efficient operation of the Technical Support Team, meeting service level agreements (SLAs) and driving continuous improvement initiatives. This role requires a strong understanding of ITIL processes, leadership skills and the ability to develop and execute strategies to enhance service delivery.

Responsibilities

Team Leadership and Line Management

• Provide day-to-day leadership and management of the Technical Support team of Oracle Support Analysts.


• Foster a collaborative and high performing team environment through coaching, mentoring and performance management.


• Conduct regular team meetings, one-on-one sessions and performance reviews.

• Ensure the Support Desk functions efficiently and achieves agreed SLAs.


• Monitor and report on Support Desk performance metrics, identifying areas for improvement. Input into monthly customer reporting.


• Act as the escalation point for complex issues and ensure timely resolution.

• Oversee ITIL processes, including Risk Management, Knowledge Management, Incident Management, Problem Management and Change Management.


• Ensure compliance with ITIL best practices and standards.


• Develop and maintain a comprehensive knowledge base to support the team and end-users.

• Identify opportunities for improvement in Service Desk operations and implement solutions.


• Develop and execute a Support Desk strategy aligned with organisational goals.


• Collaborate with stakeholders to ensure the Support Desk meets evolving business needs.

• Bachelor’s degree in IT, Business Administration, or related field (or equivalent experience).


• Proven experience in leading a Service Desk or IT support team.


• Strong knowledge of ITIL processes and certifications (e.g., ITIL Foundation) preferred.


• Experience with Oracle tools and systems is a plus.


• Excellent problem-solving and decision-making skills.


• Strong communication and interpersonal skills.

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