KYOCERA Document Solutions UK
Service Desk Support Team Leader 2nd & 3rd Line
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Service Desk 2nd & 3rd Line Application Support Team Leader
Location: Reading
About the role
We are looking for an experienced Team Leader to supervise and support the 2nd and 3rd Line Print Application Support Team. You will ensure service levels are maintained, provide technical leadership and help develop effective processes aligned with the ITIL framework.
Main duties
- Manage day-to-day team workloads and maintain appropriate staffing levels.
- Monitor SLAs, escalating issues and identifying recurring problems.
- Lead critical support escalations using ITIL Problem Management principles.
- Support the resolution of 2nd and 3rd line technical queries received by phone, email, webchat or portal.
- Develop team training and product knowledge.
- Produce scheduled and ad hoc service reports.
- Conduct monthly one-to-ones and team meetings.
- Manage attendance, performance, development and holidays.
- Recommend and implement improvements to team efficiency and effectiveness.
Experience and knowledge
- Previous team leadership experience is essential.
- Good understanding of IT managed services and the ITIL framework.
- Strong customer service, communication and escalation-management skills.
- Ability to prioritise work under pressure and meet strict deadlines.
- Good knowledge of IT systems, networks, databases, PC hardware and Microsoft operating systems.
- Familiarity with Microsoft, VMware, cloud and server technologies.
- Understanding of print industry applications such as PaperCut and MyQ.
- Knowledge of Kyocera devices would be an advantage.
- ITIL certification.
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Why join us?
- Competitive Salary
- 25 days holiday + bank holidays
- The ability to Buy and Sell holiday
- A Volunteer Day
- Life Assurance (4 x base salary)
- Pension Scheme
- Employee Assistance Programme
- Coaching and Mentoring
- EyeCare - Access to money off for glasses and sight test
- Flu Jab
- Eligibility for Costco Membership
Values
The values that underpin the Kyocera Group are the 5 C's- Communication, Courage, Commitment, Cooperation and Consciousness. It is our firm belief that employees should live by these values and we would expect that you should show your commitment to these values by carrying out your work fairly and honourably, respecting people, our work as a business, and both our local and global community.
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Equality and Diversity Statement
Kyocera is dedicated to creating a workplace where diversity is celebrated and everyone is treated with fairness, dignity, and respect. We welcome applicants from all backgrounds and are committed to providing reasonable adjustments during the recruitment process to ensure an inclusive experience for all.
Recruitment Agencies
Kyocera operates a Preferred Supplier List (PSL) of selected recruitment agencies and does not accept unsolicited CVs from agencies not on this list. Please refrain from submitting candidate details in response to this advert or to any Kyocera employees, as we are not responsible for any fees related to unsolicited CV submissions.
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