Service Desk Manager

Allegheny County Economic Development; London; On-site; GBP 75,000; Full time

Job summary

An established industry player is seeking a dynamic IT Service Desk Manager to lead a talented team in a prestigious law firm. This role is pivotal in ensuring exceptional service delivery and fostering technical growth within the team. You will manage incidents, enhance service standards, and drive continuous improvement initiatives while overseeing key technologies like Microsoft 365 and SharePoint. If you are passionate about technology and leadership, this opportunity offers a platform to make a significant impact in a collaborative environment. Join us to shape the future of IT service management!

Qualifications

• Strong leadership skills with experience in managing IT service teams.
• Ability to handle incidents and requests effectively.

Responsibilities

• Lead and manage the IT Service Desk team to ensure high service levels.
• Oversee incident resolution and coordinate escalations as necessary.

Skills

Leadership

Incident Management

Service Improvement

Technical Documentation

Problem Solving

Education

Degree in IT or related field

Tools

Microsoft 365 (M365)

InTapp

Bighand

Teams

SharePoint

Intune

Apple Devices

Job description

Service Desk Manager

Law Firm - Microsoft 365 (M365) – InTapp – Bighand – Teams – SharePoint - Apple Devices / iPhone – Intune – London - £75k + Benefits

My prestigious Law Firm client is looking for an IT Service Desk Manager to ensure the IT Service Desk team delivers an outstanding level of service to colleagues, handling incidents and requests effectively and escalating as required. This role spans both 1st and 2nd line activities in an environment that fosters personal development and technical growth.

Key Responsibilities:

1. Leadership and Team Management:
   • Lead by example, inspiring the team to achieve harmonious success and meet agreed service levels.
   • Manage recruitment, appraisals, and the personal development of team members.
   • Take full responsibility for the management and performance of the service desk, including shift rotas, performance monitoring, and issue resolution.
2. Incident and Request Resolution:
   • Ensure the resolution of incidents where possible, aiming for a high first-time fix rate.
   • Coordinate escalations to the Systems Team or third parties as necessary.
   • Act as a deputy for the IT Senior Manager during Major Incidents.
3. Technical Standards and Documentation:
   • Assist with specifying, developing, researching, and evaluating service standards.
   • Apply these standards to resolve or escalate issues and provide technical briefings to staff members.
   • Monitor and improve the quality of support documentation, identifying where updates or new documentation are required.
4. Service Improvement:
   • Make recommendations for Service Improvement Plans and ensure actions are completed by team members in a timely manner.
   • Proactively identify areas for improvement as part of the continuous improvement process.
5. Asset Management:
   • Control IT assets, ensuring proper administration for acquisition, storage, distribution, movement, and disposal.
   • Produce and analyze registers and histories of authorized assets, verifying their state and location.
   • Highlight and resolve instances of unauthorized assets, such as unlicensed software copies.
6. Project Integration:
   • Work with project managers to ensure smooth transitions from projects to business-as-usual operations.
7. Problem Investigation and Resolution:
   • Investigate problems in systems, processes, and services.
   • Assist with implementing agreed remedies and preventative measures.
8. Methodology and Tools:
   • Promote and ensure the use of appropriate techniques, methodologies, and tools.
9. Technology Oversight:
   • Oversee and support the use of key technologies, including:
   • Microsoft 365 (M365)
   • InTapp
   • Bighand
   • Teams
   • SharePoint
   • Apple Devices
   • Intune

Please send your CV for immediate consideration.