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
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* 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
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* 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
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* 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
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* 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