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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Support Desk Manager - **Company:** Imaginera - **Location:** Oxford, UK (Remote available) - **Salary:** £45,000.0 - £50,000.0 - **Contract:** Permanent contract - **Skills:** Microsoft Excel, System Configuration, Data Warehousing, Relational Databases, Knowledge Management, Power BI, Standard Sql, Systems Integration, Enterprise Software Applications, Data Management, Tools for Reporting - **Published:** October 23, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=55bac77804a9d5ee ## About the Role * Experience supporting enterprise applications, ideally gained in a senior analyst, support lead or operational coordination capacity. * The ability to organise competing priorities and coordinate work across teams, with examples of taking ownership and keeping work progressing, whether formally or informally. * Working knowledge of SQL and relational databases, including an understanding of basic queries, data relationships and common data-related issues. * An understanding of ITIL practices at Foundation level, particularly incident, problem, change and service level management. Formal certification is not required. * The technical awareness to understand application issues, follow investigations and ask the right questions when working with engineers and other specialists. * Experience interpreting support data, identifying trends and using findings to inform decisions or improvements. * Strong written and verbal communication skills, with the confidence to explain technical issues, manage expectations and challenge decisions constructively. * Examples of taking initiative, solving operational problems or improving support processes and ways of working. Desirable skills & experience * Creating service reports or dashboards using Power BI, Excel or similar reporting tools. * Configuring or improving service management platforms, ticketing workflows and knowledge management systems. * Supporting data-intensive enterprise applications, system integrations or data warehouses. * Using automation tools to streamline support processes and reduce manual effort. ## Description Imaginera is looking for a Support Desk Manager to lead the day-to-day operational delivery of application support for one of our key enterprise clients. You'll coordinate work across an evolving portfolio of business-critical applications, reporting solutions and data platforms, keeping priorities clear, issues progressing and stakeholders informed. This is an operational leadership role rather than a traditional IT helpdesk or line-management position. You'll coordinate support activity across analysts and technical teams, challenge priorities where needed, manage dependencies and ensure issues are appropriately escalated and followed through. Reporting to the Support Desk Lead, you'll have the autonomy to improve processes, reporting and ways of working, while collaborating closely on wider service priorities. It's an opportunity for someone who enjoys bringing structure to complex technical environments and making a meaningful difference to how an enterprise support function operates. You'll have the freedom to put ideas into practice, work alongside experienced service leadership and develop your operational management skills in a varied technical environment, with the flexibility of remote working. Whether you're already coordinating support or ready to take the next step from a senior technical role, we'd love to hear from you. Responsibilities We're looking for someone with a strong application support background who can bring organisation, technical understanding and sound judgement to a busy support environment. Service Delivery and Coordination · Coordinate daily first and second-line application support, managing priorities and ensuring incidents, requests and technical issues have clear ownership. * Monitor progress against service commitments, ticket backlogs, recurring issues and operational risks, taking action when work is delayed or blocked. * Coordinate with engineering, QA and other technical teams to progress investigations, manage dependencies and escalate blockers, while technical teams retain responsibility for delivering fixes. * Challenge priorities, address ownership gaps and escalate resource or performance concerns to the relevant functional leads. Service Improvement and Reporting * Develop and maintain effective support processes, including incident management, problem management, escalations and operational handovers. * Identify and drive practical improvements to tooling and automation, while strengthening documentation and knowledge sharing. * Define service reporting requirements, coordinate the development of relevant dashboards and analyse performance data to identify trends, risks and areas requiring attention. * Coordinate knowledge transfer and maintain support documentation as applications, processes and service responsibilities change. Client and Stakeholder Engagement * Support the preparation and delivery of client service reviews, providing performance insights, updates on ongoing issues and visibility of operational risks. * Build effective working relationships with client stakeholders and internal teams, managing expectations and challenging decisions constructively when needed.