IT Service Desk Team Lead (Law Firm)

DGH Recruitment Limited; Greater London; Vor Ort; GBP 42.000 - 54.000; Vollzeit

Zusammenfassung

Not disclosed law firm in London is seeking an IT Service Desk Team Lead to join on a permanent basis. You will oversee day to day operations, lead a team of analysts, and act as a key escalation point for colleagues across the firm.

You will provide daily direction, coaching, and monitor ticket queues, workloads, and service levels to ensure timely resolution, identifying trends and supporting service improvements.

Qualifikationen

• Experience working within a law firm is essential.
• Ability to guide, mentor, and support service desk team members, including handling escalations.
• Solid understanding of service management best practice and structured support processes.

Aufgaben

• 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.

Kenntnisse

Experience working within a law firm

Mentoring

Service management

Jobbeschreibung

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:

• Experience working within a law firm is essential.
• 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.