Service Desk Manager
other jobs GIS Ltd Job
Added before 6 Days
- England,London,City of London
- Full Time, Permanent
- £50,000 per annum
Job Description:
Full job descriptionJob 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.
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.
Job number 3882894
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