IT Service Desk Manager

  • Permanent, full-time
  • Anywhere
  • Posted 2 months ago


We have a new opportunity for an IT Service Desk Manager at a top regional law firm.

You will manage and oversee a dynamic and growing IT Service Desk Team, delivering first-class service and support to all areas of the business.

As IT Service Desk Manager you will line manage a growing internal team of Service Desk Analysts who are responsible for providing support for a wide range of technical services, hardware and software to over 600 employees across 7 locations.

Drawing on the internal team and several key managed service partnerships, you will develop services, standards and procedures that ensure support services keep pace with business requirements.

What you’ll do

In this role, you will work closely with all parts of the Technology function and be responsible for ensuring SLAs to the business are met along with managing the relationship with key managed support suppliers at an operational level on a day to day basis.

  • Managing team capacity and ensuring the required skills are available to provide the level of service required by the business.
  • Ensuring the day to day running of the service desk team, managing rotas and organising and assisting with the prioritising of workload
  • Ensuring team performance against SLAs and business expectations
  • Ensuring the correct involvement and handover to the service desk within project settings ie new services and software upgrades
  • Overall responsibility for hardware stock processes and hardware replacement projects.
  • Microsoft Licencing Management
  • Providing regular service updates, improvement recommendations and management reporting
  • Ensuring all documentation for support processes is maintained and regularly reviewed
  • This role does not have an on-call element, but flexibility will be important with working hours typically between 0800 and 1800. There may be a requirement for involvement in issue resolution management outside of these core hours. You will be required to travel on occasion to other office locations for the purposes of supporting business needs.

What we’re looking for

  • High level of knowledge of IT Service Management Processes and ITSM methodologies and toolsets.
  • Experience of managing a Service Desk Team, including responding to technical issues, managing incident response and handling requests for information and knowledge
  • The ability to take ownership and a proactive approach to problem management through relationships with technical roles in the wider Digital Data & Technology team and with 3rd party managed service providers
  • The ability to collate and provide management information (incl. KPIs) for the purposes of understanding workload and improving processes
  • Working knowledge of Microsoft Server environments and Office 365 solutions including Azure Active Directory, Teams etc desirable
  • Cyber security awareness and a logical approach to minimising risk
  • Exposure to core legal business applications such as iManage, Intapp Time, Elite 3E preferable but not essential.

Apply today if you are keen to hear more!

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