At a Glance
- Tasks: Lead a team of Oracle Support Analysts and enhance service delivery.
- Company: Join a forward-thinking company with a focus on IT excellence.
- Benefits: Flexible remote work, competitive salary, and opportunities for professional growth.
- Other info: Exciting chance to drive continuous improvement in a collaborative environment.
- Why this job: Make a real impact by improving support operations and leading a dynamic team.
- Qualifications: Experience in IT support management and strong knowledge of ITIL processes.
The predicted salary is between 40000 - 50000 £ per year.
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.
Service Desk Manager in London employer: GIS Jobs Ltd
As a remote employer, we pride ourselves on fostering a flexible and inclusive work culture that empowers our employees to thrive. Our commitment to professional development is evident through ongoing training opportunities and a supportive environment that encourages innovation and collaboration. Join us to be part of a dynamic team where your contributions directly impact service excellence and customer satisfaction.
