Service Desk Manager

Job Title:   Technical Support Manager

Location:   Remote Working

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

We are recruiting for 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 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.

Support Desk Operations

• • 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.

ITIL Process Management

• • 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.

Strategic Development and Continuous Improvement

• • 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.

Qualifications

• 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.