Oferta pracy

Service Desk Manager

Hays Poland

  • Warszawa, mazowieckie

  • ogłoszenie wygasło ponad miesiąc temu
  • Umowa o pracę
  • Pełny etat
  • Menedżer
  • praca zdalna
  • rekrutacja zdalna
Service Desk ManagerNumer ref.: 1157101


Your new company
Ricoh is a global technology company that has been transforming the way people work for more than 80 years. We empower companies and individuals with services and technologies that inspire innovation, enhance sustainability and boost business growth.

THE RICOH WAY is our global corporate philosophy and it provides the framework and identity for our organisation. As the world continues to globalise at an accelerated pace, having a coherent and consistent set of values across our organisation provides clear guidance that underpins decision making and addressed the complex issues and challenges that our customers face.

Your new role
The Service Desk Manager will be responsible for leading a team of non-exempt employees who staff the IT Service Desk for RICOH. This position has direct interaction with external customers and internal employees. Management responsibilities include handling/managing disparate projects; interviewing, selecting and training employees; planning, assigning, directing, and monitoring work to ensure that the company's scheduled goals are met; evaluating performance; providing guidance; rewarding and disciplining employees; addressing complaints and resolving problems.

More importantly you will be responsible for the following:

  • Takes care of administrative tasks: managing roster, managing leaves and vacations.
  • Addressing any staffing problems by taking necessary actions.
  • Handle agent related escalations.
  • Goals settings.
  • Recognize high performance and reward accomplishments.
  • Play a direct role in the overall performance of his/her team and serves as a coach/mentor to its members.
  • Inform management of critical issues regarding personnel, performance, client perception and works closely with co-workers to ensure consistent, high quality, friendly service is delivered.
  • Initiate, train and enforce new processes and procedures.
  • Maintain client security levels and confidentiality of information.
  • Initiate, train and enforce new processes and procedures.
  • Provide information to team members on customer service and technical performance through regular communication and meetings.
  • Act as a mentor to the team via positive coaching and feedback.
  • Training of new and lesser experienced employees
  • Act proactively on client, personnel, and operational issues and problems.
  • Take lead on sensitive client issues. Schedule and plan resource coverage for various shifts and roles.
  • Maintain and review individual and team metrics. This position is required to be able to perform the majority of functions of the subordinates to include phones, email, chat handling, troubleshooting.


What you'll need to succeed

  • 2-4 years supervisory experience, preferably in an IT environment.
  • Experience in managing the team of min. 10 people especially from IT area
  • Ability to recruit, hire and make employment decisions and manage performance
  • Excellent written and verbal communication skills are essential, as well as effective organizational and multi-tasking skills
  • Ability to to present technical concepts in layman terms and communicate well with clients
  • Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists
  • Ability to read, analyze, and interpret general industry and technical procedures. They must exhibit an ability to professionally write reports, business correspondence, and procedure manuals
  • Working knowledge of Windows Server and advanced knowledge of Active Directory Group Policies and Replication
  • Experience with Microsoft Exchange from Mailbox creation and permissions to Server troubleshooting


What you'll get in return

  • Permanent employment contract after the successful probation period
  • Exciting and stable career in a renowned, international organization
  • Multisport Card
  • Private medical healthcare in Medicover
  • Private life insurance
  • Competitive salary


What you need to do now
If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.

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