Technology Services Manager

JR United Kingdom; London; Hybrid; GBP 125,000 - 150,000; Full time

Job summary

A leading law firm in London is seeking a Technology Services Manager for a 6-month contract. This role involves overseeing the Service Desk, managing a team of 26+ analysts, and ensuring high customer satisfaction. The ideal candidate will have strong leadership skills and a commitment to service delivery, playing a key role in the firm's transition to a cloud-based operation.

Qualifications

• Experience delivering projects in large organizations.
• Leadership of large teams across diverse functions.
• Target-driven and passionate about Service Delivery.

Responsibilities

• Oversee incidents, requests, and problems.
• Manage project delivery and onboarding/offboarding processes.
• Drive innovation and technological advancements.

Skills

Empathy

Adaptability

Stakeholder engagement

Leadership

Attention to detail

Customer-focused mindset

Education

Microsoft certification

Job description

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Technology Services Manager, 6 months contract, £500-600 per day, London (Hybrid)

The Role

Our customer, a leading Law Firm, is hiring a Service Manager. This role is central to delivering tech support and requires knowledge of core business applications and processes. The ideal candidate will demonstrate strong leadership, a commitment to customer satisfaction, and the ability to inspire a positive work environment, championing quality, innovation, teamwork, and service.

The Service Manager will oversee the Service Desk, managing a team of 26+ analysts across various functions, ensuring targets are met and customer satisfaction is prioritized. They will ensure adherence to processes, build relationships with stakeholders, and lead technology and process improvements to enhance service delivery.

Our client is transforming to a cloud-based operation enabling Anywhere, Anytime, AnyDevice access. The Tech Services Manager will play a key role in this transition.

Key Objectives

• Achieve high customer satisfaction (NPS 8+)
• Ensure smooth daily operations within the Service Desk

Responsibilities

• Oversee incidents, requests, and problems
• Act as escalation point for critical issues
• Manage project delivery and onboarding/offboarding processes
• Handle sensitive requests and business communications
• Develop career plans and knowledge transfer for the team
• Report on SLAs and OKRs
• Monitor ticket volumes, identify trends, and strategize improvements
• Manage out-of-hours support and communicate outages
• Optimize customer satisfaction and service quality
• Lead team issue resolution and manage ITSM tools
• Ensure audit compliance and contribute to team and business goals
• Drive innovation and technological advancements
• Communicate technological changes effectively
• Operate strategically with leadership team
• Manage budgets, assets, and equipment (including 70+ printers)

Skills & Attributes

• Empathy and professionalism in dealing with colleagues
• Adaptability to changing environments
• Flexibility in working hours for global interactions
• Stakeholder engagement and management experience
• Reporting, trend analysis, problem and change management skills
• Attention to detail and ability to handle multiple priorities
• Experience delivering projects in large organizations
• Leadership of large teams across diverse functions
• Target-driven and passionate about Service Delivery
• Microsoft certification is desirable
• Influence, motivation, and management skills
• Customer-focused mindset and ability to advocate for customers at senior levels