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Service Desk Manager

Posted 9 March by Ricoh UK Ltd Featured Ended
Service Desk Manager
Attractive salary + bonus + excellent company benefits
Hours of work: Shift hours between 08:00 - 18:00 M-F (37.5 hours)

Ricoh transforms businesses with imagination, clarity and vision. In fact the entire Ricoh workforce enjoys our pioneering and innovative ways of working. We like to call it: imagine. change. Our teams are embracing change, fostering new ways of working and we have never been more resolute in our mission - "you work for us, and we`ll work for you".

Responsibilities include:
-Liaise with LBG Management Support Service teams as required.
-Collate Meter readings remotely for Month end billing.
-Line-manage all members of the team, to develop their skills both individually and as a team so that they can provide the best service to our customer base including the induction, appraisal and performance management of team members and the management of sickness/absence and conduct etc.
-Deal with day to day HR issues and management of the team.
-Lead, manage and direct the team to support all aspects of the Solutions Support Service, taking operational responsibility for the team, including where day-to-day management has been delegated.
-Take responsibility for own workload and ensure that the Senior Management Team are keep informed, highlighting potential problems and suggesting solutions to ensure continuity of Service Delivery.
-Acting as the final escalation point for the Service Desk, both for customer queries and unresolved technical issues
-Recruitment of qualified service desk staff to deliver IT support.
-Managing the available resources to ensure the best possible cover is available at peak times by prioritising activities to SLAs.
-Vendor/contract management
-Management and development of the service desk OLA, SLA and KPI`s
-Monitoring service providers and ensuring that SLA`s are met and report any failures to Senior Management
-Attend Monthly Governance meetings
-Assist Contract Manager with producing monthly MI pack
-Support Contract Manager to ensure LBG/Ricoh contract terms are being adhered to
-Act as Owner for process documentation in relation to the Service contract, ensuring that all documentation is reviewed regularly in order to identify any gaps and update accordingly.
-Other duties as required as part of the day to day role

The successful candidate will have:
-Excellent team management skills
-Very good understanding of the ITIL process and procedures
-Good working knowledge of Windows operating systems
-Ability to document processes and procedures
-Excellent interpersonal skills
-Ability to adapt to changing requirements and work demands
-Experience of SLA client driven environments
-A positive and professional attitude with strong communication skills
-Previous experience of Call Centre environment an advantage.
-A Flexible approach to working hours

Do you have the skills required for this key role? Ricoh is an exceptional place to work. It`s a place where there is strong emphasis on career development for the right individuals. This is a role where you can succeed within a fast-paced environment.

We are an equal opportunities employer
No agencies please

Reference: 34644753

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