Technology Services Manager

JR United Kingdom; Slough; Hybrid; GBP 100,000 - 125,000; Full time

Job summary

A leading Law Firm is hiring a Technology Services Manager for a 6-month hybrid contract in London at £500-600 per day. The role involves managing a service desk team, ensuring outstanding customer satisfaction, and implementing technological improvements as the firm transitions to a cloud-based operation. Candidates must demonstrate strong leadership skills and a customer-focused approach to service delivery.

Qualifications

• Experience delivering projects in large environments.
• Leadership of large teams required.
• Adaptability to change and target-driven mindset.

Responsibilities

• Oversee incidents, requests, and problems.
• Manage project delivery and onboarding.
• Lead teams and monitor customer satisfaction.

Skills

Leadership

Stakeholder engagement

Project management

Problem management

Change management

Customer-focused mindset

Education

Microsoft certification

Job description

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

The Role

Our customer, a leading Law Firm, is hiring a Service Manager. This role is central to delivering tech support and requires strong leadership and determination to deliver outstanding customer satisfaction. The person must inspire a positive work environment and champion quality, innovation, teamwork, and service.

They will manage the Service Desk with a team of 26+ analysts, including the Service Response (1st line), Service Delivery (2nd line), Projects, and Hardware & Deployment teams. The role ensures daily targets are met, focusing on customer satisfaction and delighting the business through technology.

The candidate should ensure teams follow processes to provide excellent customer service and build relationships with key stakeholders, leading by example. A proven track record of implementing technological and process changes for service improvement is essential.

The firm is transitioning to a cloud-based operation enabling Anywhere, Anytime, AnyDevice activity. The Tech Services Manager will play a key role in this transformation.

Key Objectives:

• High customer satisfaction with an NPS of 8+
• Frictionless daily operations within the Service Desk

Responsibilities

• Oversee incidents, requests, and problems
• Act as escalation point for critical issues
• Manage project delivery
• Oversee onboarding and offboarding
• Handle sensitive and confidential requests
• Manage service-related communications
• Develop career plans and knowledge transfer processes
• Report on SLAs and OKRs
• Monitor ticket volumes and identify trends
• Manage out-of-hours support and critical outages
• Review and optimize customer satisfaction
• Lead and support teams, working through issues
• Manage ITSM tools and workflows
• Ensure audit compliance for tech processes
• Contribute to team and business projects
• Implement innovative technological solutions
• Communicate technological changes
• Operate strategically with leadership
• Manage budgets, stock, and assets
• Oversee onsite printer fleet (70+ printers)

Skills / Attributes

• Empathy and professionalism in dealing with colleagues
• Adaptability to change
• Flexible working hours
• Stakeholder engagement experience
• Reporting, trend analysis, problem, and change management skills
• Attention to detail and multitasking ability
• Experience delivering projects in large environments
• Leadership of large teams
• Target-driven and passionate about service delivery
• Microsoft certification (desirable)
• Influencing and motivational skills
• Customer-focused mindset