IT Service Desk Supervisor

Overview

When you join Kyocera Document Solutions America, Inc. you are joining an organization that is deeply rooted in the Philosophy of “doing what is right as a human being”. Through this Philosophy, our employees are passionate about providing best in class customer service through efficiency, accountability, and a sense of urgency all while putting knowledge to work to drive change.

As the Supervisor, IT Service Desk, you will be responsible for planning, assigning, and measuring IT related work tasks received from our Kyocera employees. You will be responsible for adhering to and maintaining IT service delivery policies, procedures, and documentation. The ideal candidate will help create and maintain standard operating procedures and best practices for the IT Service Desk. You will lead a team responsible for delivering service excellence to our employees in a timely, measurable, and consistent manner. The role requires active participation in assisting service team members with the process of receiving requests, monitoring service level performance, assessing team load, and escalating issues to other IT teams or IT management when necessary. Active and engaged supervision of all service delivery aspects is crucial towards achieving our objective of service delivery excellence. You will identify trends and make recommendations for continuous service delivery improvements to IT management.

The position leverages your blend of strong leadership, technical, and interpersonal skills to foster productive relationships with your IT team and business end users. This important supervisory role helps ensure IT business operations remain reliable, high performing, and conducive to maximizing value and efficiency throughout the enterprise.  

Responsibilities

      Supervise the service delivery team supporting Kyocera’s enterprise end users. IT services include the planning, implementation, troubleshooting, repair, and maintenance of software and hardware such as PC’s, Macs, operating systems, storage, memory, productivity software, and mobile devices. Use best practices and frameworks such as ITIL to continuously add value and efficiency to the organization.

      Create, maintain, and distribute documentation for IT standard operating procedures, end user guides, knowledgebase, and IT policies.

      Lead the delivery of IT support services, processes, tools, and solutions by inspiring a team of dedicated IT professionals toward delivery of service excellence to end users of Kyocera Document Solutions America, Inc. at the corporate headquarters level.

      Continuously support and enforce the use of Cybersecurity solutions to help protect corporate information and computing assets.

      Supervise and participate in the service delivery process: intake, prioritization, assignment, resolution, or escalation of requests from end users.

      Monitor the performance of IT service delivery and identify opportunities for improvement by recommending process adjustments as well as new/upgraded hardware and software.

      Develop and maintain productive relationships with business users, IT members, and management.

Qualifications

      BS Computer Science, BS in a related field, and/or extensive work experience.

      Minimum 7 years of progressive experience in service delivery for medium to large organizations.

      Applied experience managing/supervising IT support teams as direct reports.

      Excellent written, presentation, and interpersonal skills for interacting effectively with senior management and creating IT documentation

      High level of proficiency with desktop operating systems including Windows, Mac, IT Service Management systems such as ServiceNow, endpoint security software, enterprise networking/Wi-Fi, authentication systems including SSO/2FA, malware remediation, and broad exposure to desktop hardware and software.

      Proficiency working with hardware and peripherals such as laptops, servers, printers, monitors, docking stations, etc.

      Working knowledge of mobile device management solutions for laptops, smart phones, and tablets.

      Experience working in an IT department that is responsible for supporting over 1,500 employees in multiple geographic locations.

      Excellent analytical, time management, prioritization, and multitasking skills.

      The ability to routinely support IT operations, departmental strategy, and priorities, occasionally outside of normal working hours.

      High level of proficiency with Microsoft Office applications (i.e., Word, Excel, PowerPoint, Outlook, Teams, etc.)

This is a general description of the duties and responsibilities most frequently required of this position. The company may from time-to-time request that the incumbent perform other related tasks and assume reasonable responsibilities that have not been specifically included in this description.

Kyocera Document Solutions America, Inc is a group company of Kyocera Document Solutions Inc., a global leading provider of total document solutions based in Osaka, Japan. The company’s portfolio includes reliable and eco-friendly MFPs and printers, as well as business applications and consultative services which enable customers to optimize and manage their document workflow, reaching new heights of efficiency. With professional expertise and a culture of empathetic partnership, the objective of the company is to help organizations put knowledge to work to drive change. Kyocera is looking for enthusiastic and innovative people to help our customers run their businesses more efficiently and more profitably. We offer a generous benefits package including medical, dental and vision plans, a 401k match, flexible spending, disability and life insurance, plus paid time off and holidays.

KYOCERA Document Solutions America, Inc. is an Equal Opportunity Employer, a VEVRRA Federal Contractor, and complies with all applicable federal, state, and local laws regarding nondiscrimination. Kyocera provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, or protected veteran status. Qualified minorities, women, protected veterans and/or individuals with disabilities are encouraged to apply.