Manager, Help Desk & Production Lab
About The Position
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. In addition, we’re a Great Place to Work… and we really mean it! Kyocera Document Solutions America, Inc. has been officially certified as a Great Place to Work since 2022. An organization earns this distinction when its employees have expressed their trust in the people they work for, have pride in what they do and enjoy the people they work with. As a Manager, Help Desk & Production Lab, you will be responsible for overseeing the daily operations, performance, and efficiency of the Technical Services Center. This role ensures high‑quality customer support, accurate escalation handling, effective system functionality within ServiceNow, and strong communication across engineering, training, and management teams. The ideal candidate brings technical expertise, operational leadership, and a strong commitment to service excellence. The chance to do something meaningful, to challenge yourself, to be a part of change in an industry, to influence change doesn’t come around every day.
Requirements
- Bachelor’s degree in a technical field preferred; equivalent experience will also be considered.
- 5 years of experience in technical support, IT operations, or a related technical service environment.
- 3+ years of supervisory or team lead experience managing technical support or service desk teams.
- Hands-on experience with ServiceNow or similar IT service management platforms.
- Strong background in escalation management and quality assurance for customer-facing technical content.
Nice To Haves
- Experience in environments supporting MFP’s, printers, imaging devices or related hardware/software ecosystems.
- Familiarity with software distribution, driver/application management, or licensing systems.
Responsibilities
- Oversee day‑to‑day Technical Support Center operations, including call quality, staffing levels, and time‑off planning.
- Ensure team members maintain required training, certifications, and technical skill levels.
- Administer, maintain, and enhance ServiceNow functionality to meet departmental needs.
- Develop, prepare, and deliver leadership reporting using ServiceNow data and tools.
- Review technical escalations and assign them to the appropriate engineering teams.
- Ensure accuracy and completeness of all technical software postings, including drivers, applications, and Hypas applications.
- Troubleshoot and resolve product licensing issues across the organization.
- Collaborate with the training team to review and approve online training materials.
- Review and approve Knowledge Base articles for dealer and public use.
- Approve Return Authorization requests for A4 MFPs and printers.
- Approve monthly third‑party service billing and invoices.
- Work closely with engineering, training, and product support teams to drive operational excellence.
Benefits
- 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.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Manager
Number of Employees
101-250 employees
