Technical Support Manager

GIS Recruiter Ltd

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.
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