Technology Services Manager

Next Ventures; Greater London; Hybrid; GBP 80,000 - 100,000; Full time

Job summary

A leading law firm is seeking a Tech Services Manager to oversee the Service Desk function, ensuring high customer satisfaction and effective management of incidents and requests. This role requires strong leadership, stakeholder engagement, and a focus on continuous improvement in service delivery. The ideal candidate will have a proven track record in managing teams and implementing technology changes to enhance customer experience.

Qualifications

• Proven experience in managing large teams and delivering targets.
• Strong understanding of Service Desk function.

Responsibilities

• Oversee all incidents, requests, and problems.
• Manage and facilitate sensitive requests.
• Provide comprehensive reports on SLAs and OKRs.

Skills

Stakeholder engagement

Problem Management

Change Management

Customer Service

Attention to Detail

Education

Microsoft certification

Job description

Get AI-powered advice on this job and more exclusive features.

Direct message the job poster from Next Ventures

Contract Software Development Recruitment Specialist

Technology Services Manager, 6 months contract, £500-600 per day, London (Hybrid)

The Role

Our customer a leading Law Firm are hiring for a Service Manager. This role is central to the delivery of Tech support and knowledge of core business applications and business processes across the firm, and hence requires strong leadership capabilities and determination to delivery outstanding customer satisfaction. This person must inspire a positive work environment and help champion quality, innovation, teamwork and service to the business.

They will manage and be responsible for the Service Desk function with a team comprising of 26+ analysts (including Service Response (1st line team), Service Delivery (2nd line team), Service Delivery Projects and Hardware & Deployment team. The role ensures day to day service desk targets are being achieved and delivered. The focus will be on customer satisfaction and in delighting the business through Technology.

They will ensure their teams follow process and procedures in order to provide outstanding customer service at all times. The successful candidate will have a strong understanding of the Service Desk function and able to build relationships with key stakeholders in the business, leading by example at all times.. They will have a proven track record of implementing change to both technology and processes in order to provide measurable continual service improvement.

Our customer are in the midst of a transformation to a continuous cloud based operation allowing for Anywhere, Anytime, AnyDevice activity across the firm. The Tech Services Manager will play a pivotal role in achieving this vision.

• High customer satisfaction as measured by a NPS of 8+ ensuring the customer comes first.

• Ensure frictionless day to day operations within the Service Desk.

Responsibilities:

The Tech Services Manager position will involve the following areas of responsibility:

• Oversee all incidents, requests and problems.

• Act as a hierarchical point of escalation; co-ordinating responses' to critical issues.

• Oversee and facilitate the smooth delivery of Project related work.

• Oversee our employee on-boarding and offboarding process.

• Manage and facilitate highly sensitive & confidential requests.

• To be responsible for all service-related business communications.

• Develop and implement career plans for Service Desk, ensuring regular knowledge transfer.

• Provide comprehensive ad-hoc and regular reports on SLAs and OKRs for the Core Tech function.

• Monitor and manage incoming ticket volumes. Identifying trends and deliver on strategies to

reduce overall issues and volume.

• Manage the out of hours support process. Ensuring critical outages are communicated to the

business, stakeholders, and are resolved within an acceptable time frame.

• Act as an escalation point for all tech issues

• Regularly review and optimise customer satisfaction in order to identify and implement

improvements to the service provided.

• Provide direction to the teams by actively working through issues with them as a team and

individually.

• Responsible for the ITSM toolset, making changes and improvements to workflows where

required.

• Responsible for Tech processes for audit purposes.

• Contribute strategically to wider team goals and other business projects

• Delight the business with innovative ideas, implementing forward thinking technological trends

and work-enhancement capabilities

• Manage and communicate technological change within the team, business and key stakeholders

• Operate strategically alongside the Technology leadership team

• Budget management, managing stock levels of equipment and licenses

• Responsible for all assets, as part of our asset management process.

• Managing our onsite printer fleet (70+ printers)

Skills / Attributes

• Empathises with colleagues frustrations; capable of dealing with colleagues in a calm, professional

and effective manner.

• Adaptable to rapidly changing work conditions, as the Firm, the Tech team, and the technology

environment grow and evolve.

• Flexible approach to working hours, in order to accommodate global / Asia interactions and Tech

changes / incidents, when required.

• Proven experience in Stakeholder engagement and management.

• Experience in Reporting, Trend Analysis, Problem and Change Management.

• Excellent attention to detail with the ability to deliver on a number of competing priorities

• Proficient experience in delivery of Projects within a large corporate environment.

• Experience leading large teams, spread across a varied remit

• Experience working with and delivering targets.

• Dedicated to the role with a passion for Service Delivery

• Microsoft certification would be desirable

• Determination to succeed

• Ability to influence, motivate and manage individuals.

• A strong focus on customer services, be the voice of the customer to senior management.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Contract

Job function

• Job function

  Information Technology

• Industries

  Legal Services

Referrals increase your chances of interviewing at Next Ventures by 2x

Get notified about new Technology Services Manager jobs in London Area, United Kingdom.

London, England, United Kingdom 2 weeks ago

London, England, United Kingdom 2 weeks ago

City Of London, England, United Kingdom 1 week ago

IT Service Manager (Incident, Major Incident, Problem)

London, England, United Kingdom 2 weeks ago

London, England, United Kingdom 4 days ago

London, England, United Kingdom 2 days ago

Uxbridge, England, United Kingdom 5 days ago

Langley, England, United Kingdom 4 days ago

Delivery Manager - Data, Technology & Innovation

London, England, United Kingdom 4 days ago

London, England, United Kingdom 2 days ago

London, England, United Kingdom 4 days ago

London, England, United Kingdom 5 days ago

London, England, United Kingdom 2 weeks ago

London, England, United Kingdom 1 week ago

Senior Manager, Delivery Operations - FTC

London, England, United Kingdom 2 weeks ago

Client Services Real Assets, Senior Vice President

London, England, United Kingdom 1 week ago

Leeds, England, United Kingdom 2 weeks ago

Deputy Service Delivery Manager Barts Health NHS Trust

London, England, United Kingdom 2 weeks ago

London, England, United Kingdom 1 week ago

London, England, United Kingdom 4 days ago

London, England, United Kingdom 1 week ago

London, England, United Kingdom 2 weeks ago

Director, Customer Experience & Learning and Development

London, England, United Kingdom 2 days ago

London, England, United Kingdom 2 days ago

Director of Mainframe Services | Global Consultancy | AI & Modernisation

We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.