Professional Services Consulting Manager (5641)

The Customer Support Desk Manager leads a team of analysts providing Oracle Cloud support for ERP, SCM, and HCM modules to clients spanning financial services, public sector, healthcare, and telecommunications sectors. The role oversees the entire ticket lifecycle—from initial inquiry through resolution—ensuring efficient troubleshooting and implementation support. This manager is responsible for monthly billing for support services and evaluating consultant performance. The ideal candidate excels in fostering strong customer relationships with proactive communication around system updates and potential impacts and supports customer operations in navigating Oracle Cloud’s evolving environment. 

Essential Duties & Responsibilities:

•    Triaging incoming support tickets.
•    Serve as primary escalation point for complex or unresolved support issues, coordinating with technical and functional teams as necessary.
•    Handle monthly customer billing processes and consultant performance evaluations.
•    Maintain and strengthen customer relationships thr