IT Service Desk Manager
3 weeks ago
As an IT Service Desk Manager at KYOCERA Document Solutions UK, you will be responsible for leading a team of IT professionals in providing exceptional customer service and support to our internal and external clients.
Key Responsibilities:- Manage and coordinate urgent and complicated support issues
- Develop and mature phone/ticket escalation processes
- Manage and drive major incident process, problem and change management and capacity planning activities
- Ensure appropriate availability of regional personnel to support the daily workload
- Develop relationships with customer key contacts, other support agencies and third-party vendors
- Understand and be fully conversant with all customer services processes relevant to support business processes
- Develop channel partner capability to provide services through training and support
- Manage customer onboarding activities to ensure all customers get the best start to their service with us
- Establish control and delivery of 3rd party products and services that form part of the overall customer contract
- Train, coach and mentor Service Desk team including supporting regular performance review and career development activities
- Provide data and reporting of KPI's and trends to IT department and others in ad-hoc, weekly, monthly and as needed
- ITIL certification - Desirable
- Team management
- 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.
- A buying and selling holiday scheme
- Life Assurance (4 x base salary)
- Pension Scheme – A total contribution of 8% – 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
We are looking for a highly motivated and experienced IT professional to join our team as an IT Service Desk Manager. If you have a passion for delivering exceptional customer service and support, we encourage you to apply for this exciting opportunity.
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Reading, Reading, United Kingdom KYOCERA Document Solutions UK Full time{"title": "Service Desk Manager", "description": "Job SummaryWe are seeking an experienced Service Desk Manager to lead our IT Service Desk team in providing exceptional customer service and support to our internal and external clients. The successful candidate will have a strong technical background, excellent leadership skills, and the ability to manage...
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IT Service Desk Manager
2 months ago
Reading, Reading, United Kingdom KYOCERA Document Solutions UK Full time{"title": "Service Desk Manager", "description": "Job SummaryWe are seeking an experienced Service Desk Manager to lead our IT Service Desk team in providing exceptional customer service and support to our internal and external clients. The successful candidate will have a strong technical background, excellent leadership skills, and the ability to manage...
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Reading, Reading, United Kingdom KYOCERA Document Solutions UK Full timeJob Title: IT Service Desk ManagerAs an IT Service Desk Manager at KYOCERA Document Solutions UK, you will be responsible for leading a team of IT professionals in providing exceptional customer service and support to our internal and external clients.Key Responsibilities:Manage and coordinate the performance of the Service Desk services and support to...
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Reading, Reading, United Kingdom KYOCERA Document Solutions UK Full timeJob Title: IT Service Desk ManagerAs an IT Service Desk Manager at KYOCERA Document Solutions UK, you will be responsible for leading a team of IT professionals in providing exceptional customer service and support to our internal and external clients.Key Responsibilities:Manage and coordinate the performance of the Service Desk services and support to...
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Reading, Reading, United Kingdom KYOCERA Document Solutions UK Full timeJob Title: IT Service Desk ManagerAs an IT Service Desk Manager at KYOCERA Document Solutions UK, you will be responsible for leading a team of IT professionals in providing exceptional customer service and support to our internal and external clients.Key Responsibilities:Manage and coordinate the performance of the Service Desk services and support to...
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Reading, Reading, United Kingdom KYOCERA Document Solutions UK Full timeJob Title: IT Service Desk ManagerAs an IT Service Desk Manager at KYOCERA Document Solutions UK, you will be responsible for leading a team of IT professionals in providing exceptional customer service and support to our internal and external clients.Key Responsibilities:Manage and coordinate the performance of the Service Desk services and support to...
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