Mgr, Service Desk

POSITION PROFILE

The Mgr, Service Desk position is responsible for leading Tier I and II employees in support of Client engagements including, but not limited to, hardware and software support, account management and business applications support. This position has personnel supervisory responsibility and is responsible for ensuring processes and procedures are adhered to, as well as providing a framework for employee progress and success. The Mgr, Service Desk will be providing front line leadership, coaching for high performance and utilizing industry best practices as well as new innovative service delivery methodologies to achieved desired business outcomes. In addition, the Service Desk supervisor must have working knowledge and analytical skills in information technology, with regards to troubleshooting Windows and Linux operating systems, both server and workstation, cloud infrastructures, as well as applications such as Office 365, Skype for Business, etc, and should be seen as a point of escalation on the team.

JOB DUTIES AND RESPONSIBILITIES
  • Manages all service delivery processes related to the identification, prioritization, and resolution of external customer service requests and incidents
  • Perform frequent and regular huddles/ briefings with Service Desk staff on changes or deployments that may affect volumes at the Service Desk
  • Assisting Analysts in providing first line support when workloads are high, or where additional experience is required
  • Acts as an escalation point where difficult or controversial calls are received
  • Ensures the highest quality of customer service experiences
  • Ensures KCS (Knowledge Center Support) processes are followed
  • Manages the efficient flow of contact volume through all channels, which include phone, chat, email, voicemail, video and self-service ensuring work is distributed and completed in a timely fashion
  • Familiar with client specific SOWs and SLAs and understands Ricoh's role in fulfilling its obligations
  • Participates in applicable Ricoh internal meetings - conference calls; compiles meeting notes - action items when applicable
  • Assists management in implementing applicable strategic initiatives
  • Provides ad hoc reports - data to management as needed
  • Monitors Service Desk volume - trends on a daily and weekly basis, and makes decisions and recommendations based on that data to optimize service delivery resulting in customer interfacing recommendations or team coaching and improvement opportunities
  • Provide weekly touch point with the customer to keep them informed of trending support topics, update them on open incidents and service desk actions and impact to the business
  • Communicates applicable knowledge, policies, and procedures to employees
  • Organized, clear, and concise communication with employees, co-workers, and management
  • Assists in QA Review process implementation; notifies management of any applicable issues in maintaining QA program
  • Collaborates with the Services Training team, identifies opportunities and provides feedback on technical and non-technical issues for development of training material
  • Available to work on an "on call" capacity
  • Depending on business needs, schedule flexing may be required
  • Performs other duties as assigned

 

QUALIFICATIONS (Education, Experience, and Certifications)
  • 3+ years supervisory or leadership experience, in a Service Desk environment, is strongly preferred
  • Prior experience with Business-to-Consumer Support is a plus
  • Bachelor degree in IT related field or equivalent work experience required.
  • Experience leading remotely based staff is required
  • Process Improvement and innovation highly valued
  • Demonstrated strong leadership and delegation skills
  • Excellent customer service skills and telephone etiquette. Strong problem solving skills.
  • 5+ years of technical experience as a senior contributor (such as computer systems or IT support)
  • HDI Support Center Analyst or Team Lead Certification strongly valued
  • ITIL Foundations Certification
  • COMPIA, CISCO or MICROSOFT Certifications strongly preferred

Ricoh is an EEO/Affirmative Action Employer -- Minorities/Women/Protected Veterans/Disabled.

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