Service Desk Manager

At Ricoh, we innovate through Gemba , own our outcomes , strive to be better every day , and win together with our customers and teams. You'll be supported by experienced specialists, trusted global capabilities, and a culture that values integrity, collaboration, and continuous improvement. Ricoh New Zealand is looking for an experienced Service Desk Manager to lead our Managed Delivery Team within Digital Services. This role is responsible for the day-to-day leadership and operational performance of the Service Desk, ensuring our customers receive responsive, high-quality and consistent support. You will lead and develop a team of Service Desk engineers and team leads, manage service ticket performance, support customer escalations, and drive continuous improvement across the ticket lifecycle. You will also play an important role in improving efficiency through automation, strengthening documentation and knowledge management, and supporting Ricoh's focus on delivering a world-class Service Desk experience. Key responsibilities Lead, coach and develop the Service Desk team. Manage Service Desk performance, ticket flow, SLAs and customer escalations. Drive service improvement, automation and operational efficiency. Support strong documentation and knowledge management practices. Use reporting and metrics to improve team performance and customer outcomes. Work closely with Technical Operations, Platform Operations and Service Delivery teams. About you You will be a strong people leader with experience managing a technical Service Desk or IT services team. You will bring a customer-first mindset, strong communication skills and a focus on improving service delivery. You will have: Experience in Service Desk management or IT service delivery. Strong people leadership and team development skills. A good technical understanding of managed services environments. Experience working with ticketing systems, service metrics and reporting. Strong problem-solving, communication and stakeholder management skills. A passion for continuous improvement, automation and customer experience. We offer: Why join Ricoh? This is a great opportunity to take ownership of a key leadership role within Ricoh's Managed Services team. You will help shape the future of our Service Desk, support the development of our people, and contribute to better outcomes for our customers. If you're a Service Desk leader who enjoys developing teams, improving service delivery and making a real impact, we'd love to hear from you. #J-18808-Ljbffr