Warszawa, mazowieckie

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 Operations Manager would be responsible for leading a team of non-exempt employees who staff the Customer Care Technical Support Help Desk. 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.

• Solve people and operational issues.
• Responsible for customer communication during outages or events impacting customer’s services.
• Provide escalation support to identify and troubleshoot hardware and software problems reported by customers.
• Maintain client security levels and confidentiality of information.
• Input and manage tickets through our PSA (Professional Services Automation) system.
• Review team timesheets for accuracy and completeness. Manage and approve overtime for subordinates
• Act as a technical escalation point and follow through with communication both internally and externally to the organization.
• 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 IT Service Desk Operations 
• 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
• In-depth understanding of systems and tools in use by employees, including but not limited to CRM, Syntellect, Teamviewer, Kaseya, Altiris
• 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

• Working in an international environment.
• Attractive salary.
• Attractive package of social benefits.
• Opportunities for professional development.

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.

• 2-4 years supervisory experience, preferably in an IT environment.
• Experience in IT Service Desk Operations 
• 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
• In-depth understanding of systems and tools in use by employees, including but not limited to CRM, Syntellect, Teamviewer, Kaseya, Altiris
• 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