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IT Service Desk Manager

2 months ago

Reading, Reading, United Kingdom KYOCERA Document Solutions UK Full time
Job Description

IT Service Desk Manager

Division: ICT

Department: ICT Service Desk Operations

Reports to (Job Title): Head of Service Desk Operations

Main Goal

This role is responsible for overseeing the performance of the Service Desk services and support to clients, ensuring that service levels are achieved and customer expectations are met or exceeded. The successful candidate will lead a team of IT professionals in managing and supporting Cloud platforms, IT infrastructure, software platforms, print devices, and end-user estate for both internal and external clients.

Responsibilities/Tasks

  1. Manage and coordinate urgent and complicated support issues, acting as an escalation point as required. Develop and mature phone/ticket escalation processes to ensure free-flowing escalation and information within the organization.
  2. Oversee major incident process, problem, and change management, and capacity planning activities.
  3. Ensure the availability of regional personnel to support the daily workload.
  4. Set and monitor work standards to consistently meet customer and company requirements.
  5. Develop relationships with customer key contacts, other support agencies, and third-party vendors.
  6. Understand and be fully conversant with all customer services processes relevant to support business processes.
  7. Develop channel partner capability to provide services through training and support.
  8. Manage customer onboarding activities to ensure all customers receive the best start to their service with us.
  9. Work closely with sales teams and other relevant internal personnel to maximize revenue opportunities and maintain customer satisfaction.
  10. Understand and be fully conversant with all processes relevant to the department, making recommendations for improvement.
  11. Hold regular team meetings, initiate, and encourage the sharing of information throughout the team, department, and whole organization.
  12. Develop and implement working procedures to ensure adherence to customer SLAs.
  13. Analyze reoccurring faults to enable the proactive escalation and resolution of problems.
  14. Establish control and delivery of 3rd party products and services that form part of the overall customer contract.
  15. Train, coach, and mentor Service Desk team members, including supporting regular performance review and career development activities. Oversee staff activities, build/obtain training material for support staff, and provide backup support as needed.
  16. Provide data and reporting of KPIs and trends to the IT department and others in ad-hoc, weekly, monthly, and as needed. Drive Ticket Deep Dive and develop strategies for improvement.
  17. Oversee the knowledgebase and document repository, ensuring top-quality solutions are available to staff. Develop Service and Business Level Agreements to set expectations and measure performance.
  18. Manage the process for communicating outage/emergency activities to the organization. Manage vendor relationships as needed for daily operational requirements.
  19. Review survey feedback to improve services, tools, and support experience. Maintain confidentiality of all applicant, client, and verification information.
  20. Perform any other tasks as directed.

Key relationships:

  1. Direct reports: IT Service desk team leaders
  2. Other internal: All other KDUK departments
  3. Other external: External customers, Dealer Service Managers, Engineers, and Principals; third-party service providers

Knowledge, Experience & Skills

  1. MSP experience is essential
  2. Experience of leading a team
  3. ITIL certification - Desirable
  4. Strong technical knowledge
  5. Ability to manage multiple priorities and meet deadlines

Competencies and Key Success Factors

  1. Ability to provide clear direction
  2. Team management
  3. Customer-centric

What we can offer you

  1. Salary (Competitive)
  2. 25 days holiday (All statutory bank holidays relevant to regional country) – 1 extra day after 5 years. Part-time/temporary employees is a pro-rata equivalent.
  3. A buying and selling holiday scheme
  4. Life Assurance (4 x base salary)
  5. Pension Scheme – A total contribution of 8% – 5% Employer and 3% Employee.
  6. 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)
  7. Enhanced Maternity and Paternity leave
  8. Employee Assistance Programme
  9. Bike2Work Scheme – salary sacrifice scheme to purchase bikes at a discount
  10. Lifeworks – Access to discounts/perks
  11. EyeCare – Access to money off for glasses and sight test

Values:

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.