IT Service Desk Manager

3 days ago

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

We are seeking an experienced IT Service Desk Manager to lead our Cloud platform support team. As a key member of our ICT Service Desk Operations department, you will be responsible for managing and supporting our Cloud platforms, IT infrastructure, software platforms, print devices, and end-user estate to both internal and external clients.

Key Responsibilities
  • Manage the performance of Service Desk services and support to clients, ensuring service levels are achieved and customer expectations are met or exceeded.
  • Develop and mature phone/ticket escalation processes to ensure free-flowing escalation and information within the organization.
  • 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 members, including supporting regular performance review and career development activities.
  • Provide data and reporting of KPIs and trends to the IT department and others in ad-hoc, weekly, monthly, and as needed.
Requirements
  • ITIL certification - desirable
  • Team management experience
  • Excellent communication and interpersonal skills
  • Ability to work in a fast-paced environment
  • Strong problem-solving and analytical skills
What We Offer
  • 25 days holiday (all statutory bank holidays relevant to regional country) - 1 extra day after 5 years
  • 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

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