IT Service Desk Manager
2 days ago
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 our internal and external client base.
Key Responsibilities- Oversee the performance of the Service Desk services and support to clients, ensuring that service levels are achieved and customer expectations are met or exceeded.
- 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.
- Manage and drive major incident process, problem, and change management, and capacity planning activities.
- Ensure the availability of regional personnel to support the daily workload.
- Set and monitor work standards to consistently meet customer and company requirements.
- 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 receive the best start to their service with us.
- Work closely with sales teams and other relevant internal personnel to maximize revenue opportunities and maintain customer satisfaction.
- Understand and be fully conversant with all processes relevant to the department, making recommendations for improvement.
- Hold regular team meetings, initiate, and encourage the sharing of information throughout the team, department, and whole organization.
- Develop and implement working procedures to ensure adherence to customer SLAs.
- Analyze recurring faults to enable the proactive escalation and resolution of problems.
- 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.
- MSP experience is essential.
- Experience of leading a team.
- ITIL certification is desirable.
- Strong technical knowledge.
- Ability to manage multiple priorities and meet deadlines.
- Competitive salary.
- 25 days' holiday (all statutory bank holidays relevant to the regional country) – 1 extra day after 5 years. Part-time/temporary employees receive 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 months' probationary period in the 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 – a salary sacrifice scheme to purchase bikes at a discount.
- Lifeworks – access to discounts/perks.
- EyeCare – access to money off for glasses and sight tests.
The values that underpin the Kyocera Group are the 5 C's – Communication, Courage, Commitment, Cooperation, and Consciousness. We expect our employees to live by these values and carry out their work fairly and honourably, respecting people, our work as a business, and both our local and global community.
-
IT Service Desk Manager
2 weeks 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...
-
IT Service Desk Manager
2 weeks 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...
-
IT Service Desk Manager
5 days ago
Reading, Reading, United Kingdom Xact Placements Limited Full timeJob Title: IT Service Desk ManagerOverviewXact Placements Limited is seeking an experienced IT Service Desk Manager to lead and manage our client's IT Service Desk. The successful candidate will oversee cloud platforms, IT infrastructure, software, and print devices for internal and external clients, ensuring top-tier service delivery and meeting performance...
-
IT Service Desk Manager
5 days ago
Reading, Reading, United Kingdom Xact Placements Limited Full timeJob Title: IT Service Desk ManagerOverviewXact Placements Limited is seeking an experienced IT Service Desk Manager to lead and manage our client's IT Service Desk. The successful candidate will oversee cloud platforms, IT infrastructure, software, and print devices for internal and external clients, ensuring top-tier service delivery and meeting performance...
-
IT Service Desk Manager
7 days ago
Reading, Reading, United Kingdom Xact Placements Limited Full timeJob Title: IT Service Desk ManagerOverviewXact Placements Limited is seeking an experienced IT Service Desk Manager to lead and manage our client's IT Service Desk. The successful candidate will oversee cloud platforms, IT infrastructure, software, and print devices for internal and external clients, ensuring top-tier service delivery and meeting performance...
-
IT Service Desk Manager
7 days ago
Reading, Reading, United Kingdom Xact Placements Limited Full timeJob Title: IT Service Desk ManagerOverviewXact Placements Limited is seeking an experienced IT Service Desk Manager to lead and manage our client's IT Service Desk. The successful candidate will oversee cloud platforms, IT infrastructure, software, and print devices for internal and external clients, ensuring top-tier service delivery and meeting performance...
-
IT Service Desk Manager
1 week ago
Reading, Reading, United Kingdom KYOCERA Document Solutions UK Full timeJob DescriptionAs the IT Service Desk Manager at KYOCERA Document Solutions UK, you will be responsible for leading a team of IT professionals in providing exceptional customer support and service delivery. Your primary goal will be to ensure that our customers receive timely and effective support for their IT needs, while also driving process improvements...
-
IT Service Desk Manager
1 week ago
Reading, Reading, United Kingdom KYOCERA Document Solutions UK Full timeJob DescriptionAs the IT Service Desk Manager at KYOCERA Document Solutions UK, you will be responsible for leading a team of IT professionals in providing exceptional customer support and service delivery. Your primary goal will be to ensure that our customers receive timely and effective support for their IT needs, while also driving process improvements...
-
IT Service Desk Manager
24 hours ago
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...
-
IT Service Desk Manager
2 hours ago
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...
-
Estates Service Desk Manager
4 days ago
Reading, Reading, United Kingdom Royal Berkshire NHS Foundation Trust Full timeJob Title: Estates Service Desk ManagerWe are seeking an experienced Estates Service Desk Manager to join our team at Royal Berkshire NHS Foundation Trust. As a key member of our Estates team, you will be responsible for managing the Service Desk and ensuring that our estates maintenance services are delivered to the highest standards.About the RoleThe...
-
Estates Service Desk Manager
4 days ago
Reading, Reading, United Kingdom Royal Berkshire NHS Foundation Trust Full timeJob Title: Estates Service Desk ManagerWe are seeking an experienced Estates Service Desk Manager to join our team at Royal Berkshire NHS Foundation Trust. As a key member of our Estates team, you will be responsible for managing the Service Desk and ensuring that our estates maintenance services are delivered to the highest standards.About the RoleThe...
-
IT Service Desk Manager
1 week ago
Reading, Reading, United Kingdom KYOCERA Document Solutions UK Full timeJob Title: IT Service Desk ManagerAt KYOCERA Document Solutions UK, we are seeking an experienced IT Service Desk Manager to lead our team in delivering exceptional customer service and support.Key Responsibilities:Oversee the management of all IT service desk requests, incidents, and problems, ensuring timely resolution and customer satisfaction.Develop and...
-
IT Service Desk Manager
1 week ago
Reading, Reading, United Kingdom KYOCERA Document Solutions UK Full timeJob Title: IT Service Desk ManagerAt KYOCERA Document Solutions UK, we are seeking an experienced IT Service Desk Manager to lead our team in delivering exceptional customer service and support.Key Responsibilities:Oversee the management of all IT service desk requests, incidents, and problems, ensuring timely resolution and customer satisfaction.Develop and...
-
Estates Service Desk Manager
4 days ago
Reading, Reading, United Kingdom NHS Full timeJob SummaryWe are seeking an experienced Service Desk Manager to join our Estates team at the NHS. The successful candidate will be responsible for effectively managing the Service Desk and progressing service requests for the Trust Estates Maintenance department.The post holder will monitor service provider performance through KPIs and SLAs, develop and...
-
Estates Service Desk Manager
4 days ago
Reading, Reading, United Kingdom NHS Full timeJob SummaryWe are seeking an experienced Service Desk Manager to join our Estates team at the NHS. The successful candidate will be responsible for effectively managing the Service Desk and progressing service requests for the Trust Estates Maintenance department.The post holder will monitor service provider performance through KPIs and SLAs, develop and...
-
IT Service Desk Manager
2 days ago
Reading, Reading, United Kingdom KYOCERA Document Solutions UK Full timeJob DescriptionJob Title: IT Service Desk ManagerDivision: ICTDepartment: ICT Service Desk OperationsReports to: Head of Service Desk OperationsThis is a leadership role responsible for managing and supporting our Cloud platforms, IT infrastructure, software platforms, print devices, and end-user estate to both our internal and external client base.To manage...
-
IT Service Desk Manager
4 days ago
Reading, Reading, United Kingdom KYOCERA Document Solutions UK Full timeJob DescriptionJob Title: IT Service Desk ManagerDivision: ICTDepartment: ICT Service Desk OperationsReports to: Head of Service Desk OperationsThis is a leadership role responsible for managing and supporting our Cloud platforms, IT infrastructure, software platforms, print devices, and end-user estate to both our internal and external client base.To manage...
-
IT Service Desk Manager
2 days ago
Reading, Reading, United Kingdom KYOCERA Document Solutions UK Full timeJob DescriptionJob Title: IT Service Desk ManagerDivision: ICTDepartment: ICT Service Desk OperationsReports to: Head of Service Desk OperationsThis is a leadership role responsible for managing and supporting our Cloud platforms, IT infrastructure, software platforms, print devices, and end-user estate to both our internal and external client base.To manage...
-
IT Service Desk Manager
5 days ago
Reading, Reading, United Kingdom KYOCERA Document Solutions UK Full timeJob DescriptionJob Title: IT Service Desk ManagerDivision: ICTDepartment: ICT Service Desk OperationsReports to: Head of Service Desk OperationsThis is a leadership role responsible for managing and supporting our Cloud platforms, IT infrastructure, software platforms, print devices, and end-user estate to both our internal and external client base.To manage...
