Information Technology Service Desk Team Lead

DGH Recruitment; Greater London; On-site; GBP 45,000 - 60,000; Full time

Job summary

We are seeking an IT Service Desk Team Lead to join a London-based law firm on a permanent basis. The role focuses on leading a small team, ensuring efficient IT support, and acting as a key escalation point for colleagues across the firm.

Key responsibilities include coaching five Service Desk Analysts, monitoring queues and SLAs, and driving service improvements in a fast-paced legal environment. Strong people skills and ITIL-aligned service management knowledge are essential.

Qualifications

• Multiple years' experience in IT support or service desk environments, preferably in a legal setting.
• Ability to guide, mentor, and support service desk team members, including handling escalations.
• Solid understanding of service management best practices and structured support processes.

Responsibilities

• Provide daily direction, coaching, and escalation support to a team of five Service Desk Analysts, ensuring high quality service.
• Monitor ticket queues, workloads, and service levels to ensure timely resolutions and identify trends for improvements.
• Promote a proactive, accountable approach and encourage first-time resolution.

Skills

Team leadership

Mentoring

Escalation handling

Service management

Coaching

Job description

A fantastic opportunity has arisen for an IT Service Desk Team Lead to join our London based law firm on a permanent basis.

IT Service Desk Team Lead

Summary:

The Service Desk Team Lead plays a vital role in ensuring that IT support is efficient, reliable, and aligned to the demands of a fast paced legal environment. Working closely with the Head of Service Delivery, you will oversee day to day operations, lead a team of analysts, and act as a key escalation point for colleagues across the firm.

IT Service Desk Team Lead

Key Responsibilities:

• Provide daily direction, coaching, and escalation support to a team of five Service Desk Analysts, ensuring the delivery of a professional, high quality service.
• Monitor ticket queues, workloads, and service levels to ensure timely and effective resolution. Identify trends and support the implementation of service improvements.
• Promote a proactive, colleague focused approach within the team, encouraging ownership, accountability, and consistent first time resolution.

IT Service Desk Team Lead

Attributes/Skills:

• Multiple years' experience working in an IT support or service desk environment, within a legal environment.
• The ability to guide, mentor, and support service desk team members, including handling escalations.
• Solid understanding of service management best practice and structured support processes.