Service Desk Manager in London

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 * * 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