Service Desk Supervisor

Winston Taylor; Greater London; On-site; GBP 38,000 - 52,000; Full time

Job summary

Winston Taylor is seeking a Service Desk Supervisor for a 6-month fixed-term contract. You will oversee the daily IT Service Desk operations, coach analysts, and act as escalation point for complex inquiries, ensuring robust ticket management and timely resolutions.

You will monitor KPIs and SLAs, manage joiners/movers/leavers, and drive continuous service improvement while maintaining high customer service standards. Excellent leadership and strong communication skills are essential.

Qualifications

• Previous experience supervising an IT Service Desk.
• Strong understanding of ITSM principles.
• Experience working with SLA and KPI-driven environment.
• Proven ability to lead, coach, and motivate technical support teams.

Responsibilities

• Oversee the daily operation of the IT Service Desk.
• Ensure incidents, requests, and escalations are handled within SLAs.
• Provide day-to-day supervision and leadership for Service Desk Analysts.
• Conduct regular 1-2-1 meetings.
• Monitor and report on Service Desk KPIs, including SLA achievement.
• Coordinate joiners, movers & leavers and onboarding activities.
• Identify opportunities to improve support processes and customer experience.

Skills

IT Service Desk

Team Leadership

ITSM

SLA/KPI Management

Coaching & Mentoring

Job description

About Us

At Winston Taylor, we set the standard, together.

About Us

At Winston Taylor, we set the standard, together.

Winston Taylor is a transatlantic law firm built for the businesses, people, and markets driving capital and innovation. Here, you're in the room. In the action. Sleeves rolled up.

You'll work with leading clients. Disruptors. Fast-growth companies. And help them to stay one step ahead of the moment and make critical decisions that shape their future. We're present in the U.S., U.K., Europe, Latin America, and the Middle East, combining the scale and speed that clients demand.

You'll be trusted with real responsibility from the outset and build experience through hands-on work. We take your progression personally. We provide the platform. You shape the work around your goals and aspirations.

Step into the moments that matter. Join Winston Taylor.

Position summary

Do you have proven supervisory experience in IT support, alongside strong leadership capabilities and a commitment to operational excellence? As Service Desk Supervisor at Winston Taylor on a 6-month fixed-term contract, you will oversee daily service desk operations during a transformative period of growth. You will lead and coach Service Desk Analysts, providing direction and motivation throughout.

The role requires acting as an escalation point for complex enquiries. You will proactively identify issues and resolve them before they affect users. Monitoring performance against established KPIs and SLAs forms an essential part of the remit. The position involves enforcing robust ticket management processes, as well as maintaining high customer service standards. You will also ensure joiner, mover and leaver activities are handled efficiently. Effective communication skills are critical in this environment. A track record of process improvement within technical support settings is considered essential.

Position responsibilities

Service Desk Operations

• Oversee the daily operation of the I.T. Service Desk.
• Ensure incidents, requests, and escalations are handled within agreed SLAs.

Team Leadership & Management

• Provide day-to-day supervision and leadership for Service Desk Analysts.
• Conduct regular 1-2-1 meetings.

KPI & Service Performance Management

• Monitor and report on Service Desk KPIs, including:
• SLA Achievement

Joiners, Movers & Leavers

• Ensure all new starters requests are completed accurately and within agreed timescales.
• Coordinate system access, hardware provisioning, and onboarding activities.

Continuous Service Improvement

• Identify opportunities to improve support processes and customer experience.
• Maintain and develop Service Desk procedures and knowledge base content.

Experience, Skills, And Qualifications

• Previous experience supervising an IT Service Desk
• Strong understanding of I.T. Service Management (ITSM) principles
• Experience working with SLA and KPI-driven environment
• Proven ability to lead, coach, and motivate technical support teams.