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

\n
• Provide day-to-day leadership and management of the Technical Support team of Oracle Support Analysts.
\n
• Foster a collaborative and high performing team environment through coaching, mentoring and performance management.
\n
• Conduct regular team meetings, one-on-one sessions and performance reviews.
\n

Support Desk Operations

\n
• Ensure the Support Desk functions efficiently and achieves agreed SLAs.
\n
• Monitor and report on Support Desk performance metrics, identifying areas for improvement. Input into monthly customer reporting.
\n
• Act as the escalation point for complex issues and ensure timely resolution.
\n

ITIL Process Management

\n
• Oversee ITIL processes, including Risk Management, Knowledge Management, Incident Management, Problem Management and Change Management.
\n
• Ensure compliance with ITIL best practices and standards.
\n
• Develop and maintain a comprehensive knowledge base to support the team and end-users.
\n

Strategic Development and Continuous Improvement

\n
• Identify opportunities for improvement in Service Desk operations and implement solutions.
\n
• Develop and execute a Support Desk strategy aligned with organisational goals.
\n
• Collaborate with stakeholders to ensure the Support Desk meets evolving business needs.
\n

Qualifications

\n
• Bachelor’s degree in IT, Business Administration, or related field (or equivalent experience).
\n
• Proven experience in leading a Service Desk or IT support team.
\n
• Strong knowledge of ITIL processes and certifications (e.g., ITIL Foundation) preferred.
\n
• Experience with Oracle tools and systems is a plus.
\n
• Excellent problem-solving and decision-making skills.
\n
• Strong communication and interpersonal skills.
\n