Tier 1 Systems Support Lead Officer

We are looking for an experienced and motivated Tier 1 Systems Support Lead Officer to join our Digital Services team and play a key role in supporting and enhancing our Oracle Fusion and associated business systems.

This is an exciting opportunity to lead a customer-focused support team responsible for delivering high-quality system support, driving service improvements, and ensuring users receive an efficient and effective service. You will act as the main escalation point for complex issues, oversee incident management activities, and work closely with stakeholders, suppliers and colleagues across the organisation to support business change and continuous improvement.

As the lead officer for Tier 1 support, you will combine strong people management skills with hands-on operational expertise, ensuring service standards are maintained whilst fostering a culture of development, collaboration and customer excellence., * Lead, manage and develop the Tier 1 Support Team.

• Oversee support requests and incidents, ensuring delivery against agreed service standards and SLAs.
• Act as the primary escalation point for complex system and service issues. Produce, analyse and present service performance reports and management information.
• Chair incident governance meetings and drive improvements to support processes.
• Support user engagement, communications and training activities to maximise system adoption. Develop and maintain support documentation and knowledge resources.
• Work collaboratively with business stakeholders, suppliers, implementation partners and technical teams.
• Contribute to service improvement initiatives aligned to ITIL best practice.

• You will be educated to degree level in a relevant subject or be able to demonstrate equivalent relevant experience