Service Desk Manager

Job Title: Technical Support Manager Location: Remote Working Duration: Permanent, open to both Full Time and 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 ..... full job details .....