Support Team Leader

4 months ago

Reading, United Kingdom Kyocera Document Solutions Full time

**Main Goal**

As 3rd Line TL, you will be responsible for defining, managing and enhancing IT Problem Management processes in line with ITIL principles to ensure a high level of customer service is achieved and maintained. Providing 3rd line support across all technologies of the managed service portfolio and managing a team of driven individuals.

As a Problem Manager, you will be someone who has experience of handling SLAs and KPIs to help mature IT processes and procedures.

Excellent knowledge of ITIL Service/Incident/Problem Management (ITIL Version 4) would be advantageous.

**Responsibilities/Tasks**
- and maintaining the Problem Management Policy/Framework
- trend and root cause analysis of recurring incidents, as well as aiding technical investigation of Problems to expedite resolution
- reduce ticket volume and repeat efforts as a result of effective problem management.
- relationship management across all internal and external support functions to achieve improved Incident and Problem resolution
- of running Major Incidents, delivering Post Incident Reviews (PIR) and Continual Service Improvement (CSI)
- maintain a problem database and a known error database, documenting the details, status, and workarounds of all problems and known errors.
- produce and analyse problem management reports and metrics, identifying trends, patterns, and risks, and recommending proactive measures and commercial opportunities to prevent recurrence of incidents and improve service quality.
- own recommendations resulting from root cause analysis.
- technical team leadership, 3rd Line support and guidance to the Service Desk Team.
- with Service Desk Manager to effectively support and develop the Third Line functions on a day to day basis.
- ensure adequate staffing levels and manage the workload of the team
- people manage the team, including sickness, motivation, morale, training and defining success (once agreed)
- develop a training program to ensure appropriate levels of knowledge is readily available for the teams (knowledgebase)
- review, recommend and implement process to increase efficiency and effectiveness of the team
- monitor SLAs ensuring they are adhered to within priority highlighting any recurring issues
- produce scheduled and ad hoc reports as required by management
- document and report on all Internal Infrastructure with the aim to highlight risks and mitigation plans.
- document and report on all customer Infrastructure with the aim to highlight risks and mitigation plans
- in the interviewing and technical development of new and current team members, in line with the business’ strategic product portfolio.
- of the Service Desk ticketing system throughout the day to provide effective responses and resolutions to queries or issues. Ensuring that raised tickets are responded to within SLA timescales.
- Provide support for internal and Delivery I.T projects with relevant technical documentation.
- To support any emergency Business Continuity and/or Disaster Recovery actions if required.
- a proactive approach towards all client activities.
- with all of the Technical Service departments when required to ensure business objectives are met.
- liaise and manage any escalated faults with 3rd party suppliers for major incidents or network improvements.

Knowledge, Experience & Skills
- worked on an IT service desk.
- of managing a team of 5 or more people
- Desktop, Networking, Server year experience.
- Phone Manner
- V4 or v3
- Listening Skills

Competencies & Key Success Factors
- Work will within a team
- Ability to be able to multitask
- Strong Customer Focus

The values that underpin the Kyocera Group are the 5 C’s
- Communication, Courage, Commitment, Cooperation and Consciousness. It is our firm belief that employees should live by these values and we would expect that you should show your commitment to these values by carrying out your work fairly and honourably, respecting people, our work as a business, and both our local and global community.

**What we can offer you**
- Salary (Competitive)
- 25 days holiday (All statutory bank holidays relevant to regional country) - 1 extra day after 5 years. Part time employees is a pro rata equivalent.
- A buying and selling holiday scheme
- Life Assurance (4 x base salary)
- Pension Scheme - A total contribution of8% - 5% Employer and 3% Employee.
- Company sick pay (1 week after 6 month probationary period in first year, 4 weeks in years 2-3, 8 weeks in years 4-5 and 13 weeks from year 6 onwards)
- Enhanced Maternity and Paternity leave
- Employee Assistance Programme
- Bike2Work Scheme - salary sacrifice scheme to purchase bikes at a discount
- Lifeworks - Access to discounts / perks
- EyeCare - Access to money off for glasses and sight test

**Job Types**: Full-time, Permanent

Pay: From £30,000.00 per year

**Benefits**:

- Additional leave
- Company pension
- Cycle to work scheme
- Employee discount
- Free flu jabs
- Free parking
- Health & wel

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