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IT Service Desk Manager
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Reading, Reading, United Kingdom KYOCERA Document Solutions UK Full timeJob Title: IT Service Desk ManagerJoin our team as an IT Service Desk Manager at KYOCERA Document Solutions UK, where you will play a key role in delivering exceptional customer service and support to our internal and external clients.About the RoleThis is a leadership position responsible for managing and supporting our Cloud platforms, IT infrastructure,...
IT Service Desk Manager
2 months ago
**Job Title:** IT Service Desk Manager
**Job Summary:** We are seeking an experienced IT Service Desk Manager to lead our team in providing exceptional customer support and service delivery. The successful candidate will be responsible for managing and coordinating urgent and complicated support issues, developing and maturing phone/ticket escalation processes, and ensuring the staff are meeting and exceeding expectations in regards to their performance.
**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
**Requirements:**
- 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
**About Us:** We are a leading provider of document solutions and services, and we are committed to providing exceptional customer support and service delivery. We are looking for a talented and experienced IT Service Desk Manager to join our team and help us achieve our goals.
