Service Desk Team Lead

Totum Partners; Greater London; On-site; GBP 55,000 - 75,000; Full time

Job summary

A London-based professional services firm seeks a Service Desk Team Lead to own day-to-day IT support and guide a team of five analysts. You will act as the senior escalation point and drive improvements across ITSM, reporting and knowledge management.

Ideal candidates will have leadership experience in IT support, strong communication skills and familiarity with service management tools. Strong collaboration with vendors and stakeholders is required.

Qualifications

• Experience leading a service desk or IT support team.
• Experience in a professional services or legal environment is advantageous.
• Strong communication and stakeholder management skills.

Responsibilities

• Lead, coach and develop a team of Service Desk Analysts.
• Oversee ticket queues, workloads, SLAs and service performance.
• Act as a senior escalation point for legal and business stakeholders.
• Drive continuous improvement across IT support and ITSM processes.
• Support the optimisation of Halo ITSM, reporting and knowledge management.
• Collaborate with vendors and internal stakeholders to maintain standards; support new tech adoption.

Skills

Team leadership

Stakeholder management

IT support

Communication

Escalation handling

Vendor liaison

Tools

Halo ITSM

iManage

Elite 3E

Job description

Are you an experienced Service Desk Team Lead looking for your next challenge within a leading professional services environment?

We’re working with a highly regarded London-based law firm that is looking for a Service Desk Team Lead to take ownership of its day-to-day IT support operation and lead a team of 5 Service Desk Analysts.

This is a hands-on leadership role where you’ll be a key escalation point for the business, ensuring colleagues receive a consistently high level of IT support while driving improvements across the service desk.

The opportunity

• Lead, coach and develop a team of 5 Service Desk Analysts
• Oversee ticket queues, workloads, SLAs and service performance
• Act as a senior escalation point for legal and business stakeholders
• Drive continuous improvement across IT support and ITSM processes
• Support the optimisation of Halo ITSM, reporting and knowledge management
• Work closely with vendors and internal stakeholders to maintain service standards
• Support the adoption of new technology and improvements across the firm
• Gain exposure to key legal applications including iManage and Elite 3E

About you

You’ll ideally have previous experience in a Service Desk / IT Support leadership role, with strong communication and stakeholder management skills. Experience within legal or professional services would be highly advantageous, as would knowledge of ITSM best practice and service management tools.

You’ll be someone who enjoys leading from the front, developing people and improving the way IT services are delivered.