Technical Support Manager

Salary: £45,000 - 50,000 per year

Requirements

• Bachelors degree in IT, Business Administration, or a related field, or equivalent experience
• Proven experience leading a Service Desk or IT support team
• Strong knowledge of ITIL processes; ITIL certifications such as ITIL Foundation are preferred
• Experience with Oracle tools and systems is a plus
• Excellent problem-solving and decision-making skills
• Strong communication and interpersonal skills

Responsibilities

• Provide day-to-day leadership and management of our 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-to-one sessions, and performance reviews
• Ensure our Support Desk functions efficiently and achieves agreed SLAs
• Monitor and report on Support Desk performance metrics, identifying areas for improvement and contributing to monthly customer reporting
• Act as the escalation point for complex issues and ensure timely resolution
• 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 our team and end-users
• 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 our Support Desk meets evolving business needs

Technologies

• Support
• ITIL
• Oracle

More

We are recruiting for an experienced Technical Support Manager to join us remotely on a permanent basis, open to both full-time and part-time applicants. This role is pivotal in ensuring the efficient operation of our Technical Support Team, meeting SLAs, and driving continuous improvement initiatives. You will manage a small team of Oracle Support Analysts and play a key role in enhancing service delivery through strong ITIL knowledge, leadership, and strategic execution.

last updated 26 week of 2026