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IT Support Team Supervisor

2 months ago

Northampton, Northamptonshire, United Kingdom Ricoh Full time
Transform Your Career with Us
At Ricoh, we are committed to fostering diverse teams and encourage applications from all backgrounds.

Position:
IT Support Team Supervisor

Location:
Hybrid working model

Compensation:
Attractive salary, performance bonuses, and comprehensive benefits package

About Ricoh:
Ricoh is a leading global technology company specializing in innovative solutions that enhance communication and productivity. Our extensive portfolio includes cutting-edge digital services, from IT infrastructure to automation tools, designed to empower individuals and organizations alike.

Key Responsibilities:
  • Inspire and guide the IT support team to deliver exceptional service to users.
  • Establish and maintain a structured rota system to ensure adequate staffing levels.
  • Develop, document, and refine processes to enhance the efficiency of the support function.
  • Advocate for and implement ITIL best practices within the team to ensure optimal service delivery.
  • Design and execute a continuous training program aimed at improving first-contact resolution rates and achieving performance targets.
  • Collaborate closely with Incident and Problem Management teams to uphold service level agreements and enhance resolution times.
  • Build and nurture relationships with customers to facilitate effective communication.
  • Provide mentorship and development opportunities for junior team members, fostering their growth and skills.
  • Oversee daily operations of support analysts, including performance management, scheduling, and compliance with policies.
Ideal Candidate Profile:
  • Proven experience in managing an IT service desk within an outsourced environment.
  • Background in both technical and leadership roles within a service desk context, covering desktop support, telephony, software, and networking.
  • Strong motivational skills with a track record of leading teams in high-pressure situations.
  • Ability to work independently and meet deadlines.
  • Excellent verbal and written communication skills.
  • Strong interpersonal abilities.
  • Proficient in people management and relationship building.
  • Effective organizational and prioritization skills.
  • Ability to thrive under pressure.
  • Methodical and disciplined work ethic.
  • Comprehensive understanding of service level agreements.
  • General knowledge of third-party support agreements.
Commitment to Diversity:
We are an equal opportunity employer and are open to discussing adjustments to our recruitment process as needed. We value diversity and strive to create an inclusive environment where all individuals are treated fairly, regardless of their background. Our employee-led affinity groups support various identities and experiences, fostering a culture of understanding and collaboration.

Join us at Ricoh and be part of a team that values innovation, diversity, and personal growth.