IT Service Delivery Lead/IT Support Lead (London Area)

IT Service Delivery Lead/IT Support Lead

A fantastic opportunity has arisen for a IT Service Delivery Lead/IT Support Lead to join our London based global law firm on a permanent basis.

IT Service Delivery Lead/IT Support Lead

Key Responsibilities:

• Manage the User Support team using the Service Management toolset and provides accurate

reporting on performance.

• Coaching and mentoring the team to ensure that personal development, service standards and

are being consistently applied.

• Direct, motivate, delegate, and empower staff in the successful performance of their tasks

and responsibilities while encouraging innovation

• Actively identify problems and look to address these with the respective team

• Carry out all relevant technical support and maintenance activities as required by Change

Management, Incident Management, Problem Management, and Service Request Management

processes.

• Take accountability for service delivery performance, meeting customer expectations

• Liaise with other internal support teams, internal senior management and suppliers in the

day-to-day management of Incidents and Service Requests. And where appropriate initiate

the escalation process for Major Incidents.

• Take ownership of major incidents, coordinate with resolution parties, and establish

effective communication between stakeholders for post-incident reviews

• Attend and actively participate in all daily stand-up and team meetings

• Ensure all support calls are answered within agreed service levels and ensure users are

kept informed of progress

IT Service Delivery Lead/IT Support Lead

Attributes/Skills:

• Experience working in a service desk environment

• Troubleshooting and problem-solving skills

• Experience supporting Microsoft Office

• High levels of customer engagement and communication

• Prior experience working in a legal, professional services or partnership environment

• Experience supporting satellite offices

• Remote Working and Access Technologies

• Zoom Meeting and Zoom Telephony

• Excellent communication and customer skills and an ability to work with nontechnical end-

users and technical (Technology) staff

• Ability to work within a team framework, as well as under own supervision

• Flexible approach

IT Service Delivery Lead/IT Support Lead