Job Responsibilities
Based in our Leeds office and reporting to the Director of Technology Services, the Service Desk Manager supervises and coordinates day-to-day activities and operations within the UK team of IT Support Analysts.
You will work closely with the Service Desk Manager (US) and the rest of the Technology department to ensure a seamless, global Technology support service for the firm.
- Working with the US Service Desk Manager to ensure a consistent approach to the handling of incidents and service requests received by IT Support, coaching the team to effectively answer and resolve incoming calls.
- Jointly owning the Incident Management process together with the US Service Desk Manager.
- Establishing and maintaining a service management system for task management, call tracking, and gathering management information about incident management.
- Working with the Technology training team to ensure that common training issues are identified, and best practice and procedures are Embedded in training materials.
- Creating long-term strategies for growth and maintenance of the IT Support team.
- Direct supervision and line management of UK IT Support Analysts
Skills Required
- 4 years+ in a management role, ideally managing a service desk within an international/global organisation.
- You'll be a strong communicator, and a credible individual comfortable building relationships with senior stakeholders.
- You'll have knowledge of Client Server networks (Windows Servers specifically) and other network topologies, and possess the ability to diagnose, troubleshoot and resolve issues in a Windows server environment.
- Technologies - Azure, Azure AD, AD, Exchange, Office 365
- Experience within a law firm is highly advantageous and knowledge of legal apps, such as; iManage.
This role offers hybrid working - 2 days WFH/3 days office based.
