Stephen Saunders Email & Phone Number

Reading, England, United Kingdom

Following on from my experience as the Customer Experience Lead, I moved into the role of one of the Kyocera Service Desk Managers, focusing on the customer experience with the Service Desk. As the Service Desk Manager, I am responsible for the overall management and leadership of over 40 team members, split into the below teams and I have the direct line management of 5 Service Desk Team Leaders who manage their individual teams:UK Service Desk1st Line Service ReceptionField Service SchedulingService Support AdministrationIT Hardware Break Fix2nd/3rd Line Application SupportIoT (Remote Software) SupportEuropean Service Desk - German Speaking - Supporting customers and partners in Germany and AustriaConsumer SupportPartner SupportApplication Support

Reading, England, United Kingdom

As the Customer Experience Lead, I was responsible for the overall management and leadership of team members, split into the below teams within Kyocera Service Desk, whilst I have the direct line management of 4 Service Desk Team Leaders whose teams are split into the below areas, with the ultimate responsibility of ensuring that our customers received a world class customer experience.UK Service Desk1st Line Service ReceptionField Service SchedulingService Support AdministrationIT Hardware Break FixCentre of Remote ResolutionEuropean Service Desk - German Speaking - Supporting customers and partners in Germany and AustriaConsumer SupportPartner SupportApplication Support

Reading, United Kingdom

Team Management• Line manages for three separate teams which includes Service Schedulers, Third Party Support Analysts and Service Administrators which total 11 direct reports• From December 2021 – February 2022 I was also responsible for the Level 1 (Print) Service Desk, including all HR responsibilities. This gave me a total of 26 direct reports to manage• I am responsible for all Human Resources activities for these teams and work alongside the Human Resources team as required. I have also taken an active role in the furlough process for these teams• Develop a training programme to ensure appropriate levels of knowledge is readily available for the teams• Review, recommend and implement process to increase efficiency and effectiveness of the team• Provide support and advice relating to calls and other operational issues to the Service and Support Teams• Monitor SLAs ensuring they are adhered to highlighting any recurring issues• Produce scheduled and ad hoc reports as required by management.• To escalate unresolvable issues to Field Solution Support Specialists, Regional Service Managers or Third Line as required• To monitor engineer call status and chase/escalate any outside of SLA for resolution• Involved in projects to refresh existing clients print devices on a large-scale basis• Deputise for the Service Desk Manager and act as the recognised deputy during any annual leave or other absence by the SDM• Work closely with the SDM to ensure standards are met throughout the whole service deskCustomer Stakeholder Management• Build relationships with key external stakeholders• Act as an escalation contact for key external stakeholders• Manage the SLAs within the contractual agreements along with the Head of Field Service• Ensure that there is timely communication with key stakeholders throughout the lifecycle of their ticket

Reading, Berkshire, United Kingdom

Reading, United Kingdom

Level 4 Supply League (Step 5/6) RefereeContributory League (Step 3/4) Assistant RefereeReferee ObserverReferee Match Day CoachReferee MentorReferee CoachReferee Secretary - East Berks Football AllianceReferee Appointments Officer - Reading FC Academy (Working in partnership with Berks & Bucks FA)Committee Member - Reading Referees' Association

Bracknell

Bracknell

Bracknell