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. 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.