Service Desk Supervisor

Fletchers Solicitors Ltd; Manchester; Hybrid; GBP 45,000 - 60,000; Full time

Benefits offered by this job

Bonus scheme

35 days holiday

Pension scheme

Life Assurance Policy

Medicash policy

Company sick pay

Enhanced family leave

Job summary

Fletchers Solicitors Ltd in Manchester is seeking an IT Service Desk Manager to supervise L1/L2 teams across multiple sites and lead daily operations. You will drive incident resolution, build capabilities, and align service delivery with IT strategy.

You will manage performance, report CSAT metrics, and mentor technicians while maintaining strong stakeholder relationships and ensuring SLAs are achieved.

Qualifications

• Experience leading an IT service desk at L1/L2 level.
• Experience managing techs across multiple sites.
• Proven ability to meet SLAs and manage escalations.
• ITIL v3/v4 certification emphasized.
• Proven people management and development skills.

Responsibilities

• Hire, train, and mentor support technicians; delegate tasks; evaluate performance.
• Manage day-to-day support activities and ensure SLAs are met.
• Monitor service desk performance; analyze feedback for improvements.
• Bridge between senior management and IT; translate business goals to desk objectives.
• Promote process improvement and automation of repetitive tasks.
• Communicate with stakeholders and other departments.

Skills

IT leadership

Team motivation

Data analysis

Stakeholder mgmt

ITIL v3/v4

ServiceNow

Office 365/Teams

AD/Azure AD

Windows/Network basics

ITSM lifecycle

Education

Degree in technical or related discipline

Tools

ServiceNow

ITSM tools

Microsoft 365

Azure AD

Active Directory

Proclaim

8x8 phone systems

Windows Servers

Networking basics

Job description

Location: Manchester / Hybrid, Travel to other offices required.

Working pattern:

Covering office hours between 8am - 6pm on a rota basis Saturday cover as remote on call on a rota basis.

Fletchers Solicitors Ltd have a fantastic opportunity to join our growing Team.

The role would be t o provide Supervision for the team members in SJT, Reading, Birmingham and Leeds. To provide guidance, 121, performance management, reporting, CSAT, Customer Support and Leadership. Oversee daily Operations, training and guidance, liaison between end users, IT and Senior management, aligning with IT service delivery and Industry standards. Incident management. This is also a hands on role so 1 st and 2 nd line technical knowledge is essential.

In return Fletchers can offer:

• Bonus scheme (subject to targets being met)
• 35 days holiday a year (Pro Rata) including bank holidays and Christmas Closure, you also have an option to purchase up to 3 extra days’ holiday per year, until you long service award the 3 days after your 5 th , 7 th, and 9 th full year of employment
• Pension scheme with tax-efficient salary sacrifice option
• Life Assurance Policy
• Medicash policy to cover some Dental, optical and other medical expenses
• Company sick pay
• Enhanced Maternity, Paternity and IVF schemes
• Flexible, agile working environment with a positive work-life balance
• Varied calendar of funded company social events (check out Fletchers Group on LinkedIn)
• Monthly voucher awards
• Team management: Hire, train, and mentor support technicians, delegate tasks, and evaluate performance to ensure a high-quality service is delivered.
• Daily operations: Manage the day-to-day support activities, handle complex issues, and ensure service level agreements (SLAs) are met through effective ticket management and staffing.
• Service improvement: Monitor service desk performance, analyze user feedback, and identify areas for improvement to enhance efficiency and user experience.
• Strategic alignment: Act as a bridge between senior management and the IT team, translating business strategy into tactical service desk goals and advocating for necessary resources.
• Process and compliance: Ensure the service desk follows best practices and established frameworks, and promote the automation of repetitive tasks to improve efficiency.
• Stakeholder communication: Communicate with internal and external stakeholders, including other departments, senior management, and service desk staff.

Essential Qualifications,Skills and Experience:

• Experience managing an IT Service Desk Team L1 and L2
• Experience with managing Techs across multiple sites
• Experience of managing & motivating teams to meet service level commitments
• Data analysis and able to identify trends leading to change
• Customer engagement & stakeholder management dealing with escalationsConflict management
• People and team management including development of people
• Appropriate knowledge and certifications (e.g. managing people, ITIL v3/v4, Service Desk Manager)
• Experience of using ITSM tools (e.g. ServiceNow) to manage team activity including creating reports
• Experience with:
  • Microsoft products such as Office 365 and Teams
  • AVD
  • Active Directory
  • Azure AD
  • Microsoft Endpoint
  • Proclaim
  • 8x8 phone systems including auto attendant
    
  
  
• Experience with Windows, Laptops andDesktop PC’s including installing Windows and Software
• Experience with Windows Servers and standard network services (DNS, file serving etc.)
• Experience with printing in a network environment
• Affinity with technology and computer systems
• Hardware experience.
• Microsoft accreditation
• Experience of the ITSM lifecycle
• Degree in technical or related discipline
• Experience of working within a professional services organisation

We reserve the right to close this role before the date specified depending on the calibre and volume of candidates.

About Fletchers Solicitors:

Fletchers is a fast-growing, dynamic law firm specialising in personal injury and clinical negligence law, with outstanding rankings in both The Legal 500 and Chambers & Partners. Following several strategic acquisitions, we've evolved into the Fletchers Group, with ambitious plans for continued growth and innovation.

We aspire to be the best place to work in the legal sector.

Our workplace culture is inclusive, informal, and supportive, with a strong focus on colleague wellbeing and happiness. We are proud to offer some of the best hybrid and flexible working arrangements in the industry - because we understand that balance drives performance.

At Fletchers, we also value connection and collaboration. We create exciting opportunities for teams to come together and thrive. Whether you're starting your career or aiming for leadership, you'll find a clear path to progress and development here - from apprenticeships and professional qualifications to senior roles and Partnership.

We seek out a broad range of challenging, high-quality legal work, enabling our people to build meaningful and progressive careers. And we don't just talk about development - we invest in it, with a significant proportion of our colleagues working towards relevant qualifications at any given time.

We reward those who help build our success and live our values. Our benefits package is designed to grow with you, offering real opportunities to share in our long-term strength. Our base pay and bonus structure is built to recognise and reward high performance.

Join us and be part of a law firm that’s not only growing, but redefining what it means to work in legal services.

Fletchers Group is an inclusive employer with a diverse workforce: we welcome applications from any and all backgrounds. We're committed to providing a culture and environment where everyone can thrive, understanding and celebrating that no colleague is the same.We're proud of our work on the Disability Confident scheme, and we are signing up to other diversity standards to reflect our ethos.