IT Service Desk Manager

IT Service Desk Manager/IT Support Team Leader

A fantastic opportunity has arisen for a IT Service Desk Manager/IT Support Team Leader Analyst to join our leading law firm on a permanent basis.

IT Service Desk Manager/IT Support Team Leader

Responsibilities and Duties:

• Lead, coach, and develop a team of five Service Desk Analysts to ensure consistent, high- quality support.

• Set clear objectives, conduct regular 1:1s, and manage performance through reviews and regular input to call and ticket management

• Promote a culture of ownership, professionalism, and first-time resolution.

• Oversee the day-to-day running of the IT Service Desk, ensuring timely and effective resolution of incidents and requests.

• Monitor and manage the ITSM platform (Halo), ensuring accurate ticket categorisation, prioritisation, and reporting.

• Identify opportunities to streamline support processes, introduce automation, and enhance service efficiency.

• Ensure adherence to ITIL-based best practices and contribute to the development of service management policies and procedures.

IT Service Desk Manager/IT Support Team Leader

Knowledge, Sills and Experience:

• Proven experience managing an IT Service Desk or similar support function, ideally within a legal or professional services environment.

• Strong leadership and team development skills, with a track record of building high-performing support teams.

• Excellent communication and interpersonal skills, with the ability to explain technical issues clearly to non-technical colleagues.

• Hands-on experience with ITSM tools (e.g., Halo, ServiceNow) and service reporting.

• Working knowledge of ITIL principles; ITIL Foundation certification preferred.

• Familiarity with legal technology platforms such as iManage, Elite 3E, and time recording tools is advantageous.

IT Service Desk Manager/IT Support Team Leader