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: Enjoy a collaborative environment with a focus on continuous improvement.
- Why this job: Make a real impact by improving support operations and leading a dynamic team.
- Qualifications: Experience in IT support leadership and strong knowledge of ITIL processes.
The predicted salary is between 45000 - 55000 £ per year.
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.
Technical Support 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 Technical Support Managers to lead high-performing teams while balancing their personal and professional lives. We offer competitive benefits, continuous training opportunities, and a commitment to employee growth, ensuring that our team members can thrive in their careers while contributing to meaningful service improvements. Join us to be part of a dynamic environment where your leadership skills will make a real impact on our support operations.
StudySmarter Expert Advice🤫
We think this is how you could land Technical Support Manager in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at GIS Jobs Ltd. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like GIS Jobs Ltd before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Technical Support Manager in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to GIS Jobs Ltd:Your cover letter is your chance to shine! Tell us why you want to work at GIS Jobs Ltd specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at GIS Jobs Ltd!
How to prepare for a job interview at GIS Jobs Ltd
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
