Service Desk Team Leader  

We are looking for a Service Desk Team Leader to help set up a new service desk based onsite with one of our exciting clien

This is a challenging role in which you have the opportunity to really make a difference to both clients and colleagues a like.

• Day-to-day management of a Service Desk function.
• Driving the meeting of customer SLAs and an exceptional customer service
• Ensure tickets are logged accurately and call queues are managed efficiently
• Lead and attend weekly Service Desk meetings to highlight performance, motivate staff, encourage collaboration and introduce new clients/services.
• Line Management of Service Desk staff including appraisals, objective setting, mentoring and 1:1 meetings.
• Ensure all staff have appropriate training and develop personal development plans to meet future requirements
• Manage the 24/7 Service Desk rota ensuring all shifts and projects are scheduled.
• Drive the continuous improvement of service through Change Management, Problem Management, reporting and analysis.
• Own the escalation of incidents, expediting issues to the relevant teams.

• Minimum 3+ years providing user & technical support @ levels 2 and 3 within complex technical environments.
• Minimum 3+ technical experience with Oracle Fusion
• Solid understanding of Oracle Fusion applications, functions and processes
• Prior experience in the Construction industry
• Oracle Certifications (Oracle Certified Professional OCP or higher)
• Experience supporting application and database servers
• Strong technical knowledge of virtual machines (IaaS, Writing Code (PaaS) and Software as a Service (SaaS)).
• Solid experience in administering Oracle cloud-based applications
• Strong oral and written communication skills.
• Ability to work with others in a constructive and collaborative manner.
• Knowledge of emerging technologies
• Ability to develop an in-depth knowledge of information architecture and information management methodology