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Xerox Service Desk Manager in Bristol, United Kingdom

Service Desk Manager

General information

City: Bristol

State/Province: Bristol

Country: United Kingdom

Department: Technical Customer Services

Date: Thursday, December 1, 2022

Working time: Full-time

Ref#: 20020839

Job Level: Manager

Job Type: Experienced

Job Field: Technical Customer Services

Seniority Level: Associate

Description & Requirements

About Xerox Holdings Corporation

For more than 100 years, Xerox has continually redefined the workplace experience. Harnessing our leadership position in office and production print technology, we’ve expanded into software and services to sustainably power today’s workforce. From the office to industrial environments, our differentiated business solutions and financial services are designed to make every day work better for clients — no matter where that work is being done. Today, Xerox scientists and engineers are continuing our legacy of innovation with disruptive technologies in digital transformation, augmented reality, robotic process automation, additive manufacturing, Industrial Internet of Things and cleantech. Learn more at www.xerox.com and explore our commitment to diversity and inclusion.

Overview:

As part of our continued expansion, Xerox IT Services requires an Service Desk Manager to join our client focus team based out of our Whitchurch Office in Bristol.

The Service Desk Manager has responsibility for the End User Support IT service desk function for our client including all engineer resource development, incident management, service requests and change requests & Capacity/Release management, Risk Management, Continual Service Improvement, ensuring these measures are followed by the team.

The primary function of the role is to work alongside the Service Delivery Manager to manage the day to day running of the Service desk, in the office and in the field, ensuring customer requests are responded to in a polite and efficient manner and faults are resolved promptly or escalated as required.

The Service Desk Manager will also need to perform in depth statistical analysis on engineer resource KPI’s with the Service Delivery Manager and identify ticket trend analysis to proactively make major changes to reduce ticket volumes and improve efficiency of all IT Service Desk Functions.

Working with their Service Delivery Manager to develop the team structure in line with Xerox and the customer’s needs, recruiting, training, coaching and mentoring staff as required.

The IT Service Desk Manager acts as a point of escalation for incidents and changes so must have a broad range of technical knowledge with regards to IT infrastructure. Establishing inter-departmental and customer communication channels for high priority incidents is a key part of the role.

The role expects a proactive ‘team player’ mentality and professionalism at all times. The role will play a key part in ensuring that we anticipate issues before they arise and resolve issues where we are forced to be reactive.

About Xerox IT Services:

  • Xerox IT Services in the UK is part of the Global Xerox IT Services Team and serves the customers of Xerox Direct and its Acquired Companies in the UK.

  • We offer a comprehensive portfolio that includes Managed IT Services, Infrastructure and Networking, Data Centre deployment, Cloud services, End User Compute hardware and Security specialisms.

  • A team of 150 IT professionals make up the UK IT Services team.

  • Our vision is to continue to offer locally delivered and tailored IT Support and Professional Services engagements to our customers and grow our UK business both organically and through acquisition

Main Duties:

  • Team and process management for the 1st / 2nd line analysts

  • Be a point of technical and managerial escalation for issues

  • Create and develop existing KB articles to guide the team

  • Attend CAB / internal Problem Meetings as required

Direct Reports:

  • 1st Line Analysts

  • 2nd Line Analysts

General Responsibilities:

  • Actively chase suppliers or resolution groups for resolution to incidents or problems

  • Actively take end user calls during busy periods only to assist the team to meet response SLAs

  • Actively chase suppliers or resolver groups for resolution to incidents or problems

  • Act as a technical Quality Assurance gate for design and project operational onboarding

  • Proactively identify areas for improvement in conjunction with the Enterprise Service Delivery Manager

  • Develop operational run books and knowledge base information

  • Proactively work with the client as a part of an extended technical team

  • Working with 3rd line 2nd line resources across ITEC to resolve or escalate problems

  • Act as an incident escalation point within in an ITIL Service Desk environment

  • Develop & document standards for automation, standardisation & optimisation in all service as part of best practice to optimise workflows and cost efficiency

  • Mentor team members on best practice

  • Develop and maintain run books. Ensure configuration documents are up to date

  • Ensure service processes for change, configuration and problem management are always adhered to

  • Raise Change Requests and attend Change Advisory Board where needed.

  • Be professional and courteous to colleagues and the clients

Dimensions and Future Opportunities:

  • Xerox IT Services in the UK is an ambitious and fast-growing division of the Xerox Corporation.

  • We are growing in terms of breadth and depth of services, as well as in terms of geographical reach – with European expansion on the horizon.

  • The competitiveness of our hardware and software offerings and our ability to form a close and effective partnership with our Vendors is key to maintaining strong sales engagement from our sales channels.

  • This role will be crucial in informing the architectural team of the integrity and vision of the future development of the infrastructure

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Xerox is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, sex, marital status, sexual orientation, physical or mental disability, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law. Learn more at www.xerox.com and explore our commitment to diversity and inclusion: https://www.xerox.com/en-us/jobs/diversity People with disabilities who need a reasonable accommodation to apply or compete for employment with Xerox may request such accommodation(s) by sending an e-mail to XeroxStaffingAdminCenter@xerox.com. Be sure to include your name, the job you are interested in, and the accommodation you are seeking.

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