Derby IT Service Desk Manager — Lead, Improve & Delight Users

Flint Bishop Solicitors; East Midlands; On-site; GBP 40,000 - 55,000; Full time

Job summary

A leading law firm in the UK seeks an experienced IT Service Desk Manager responsible for managing the IT Service Desk and ensuring top-quality service delivery. This role includes overseeing a small team, managing incident requests, and continually improving IT processes. Ideal candidates will have proven experience in a professional service environment, particularly with ManageEngine’s ServiceDesk Plus and ITIL processes. Enjoy competitive benefits and a supportive working environment at the Derby head office.

Benefits

Competitive salary

Bonus potential

Career Development opportunities

Staff discounts on legal services

Extra day off for your birthday

Qualifications

• Proven experience managing an IT Service Desk or support function within a professional services or law firm environment.
• Strong working knowledge of ManageEngine’s ServiceDesk Plus or similar ITSM tools.
• Solid understanding of ITIL processes and service management best practices.

Responsibilities

• Lead, manage, and develop the IT Service Desk team, ensuring high levels of performance.
• Oversee all incident, request, and problem management activities using ServiceDesk Plus.
• Maintain strong working relationships with staff across all departments.

Skills

IT Service Desk management

ManageEngine’s ServiceDesk Plus

ITIL processes

Leadership

Communication

Customer service orientation

Education

ITIL Foundation certification

Tools

Microsoft 365

Active Directory

Windows Server

Job description

A leading law firm in the UK seeks an experienced IT Service Desk Manager responsible for managing the IT Service Desk and ensuring top-quality service delivery. This role includes overseeing a small team, managing incident requests, and continually improving IT processes. Ideal candidates will have proven experience in a professional service environment, particularly with ManageEngine’s ServiceDesk Plus and ITIL processes. Enjoy competitive benefits and a supportive working environment at the Derby head office.