Service Desk Supervisor (6 Month FTC)
Service Desk Supervisor (6 Month FTC)
Hugely successful global law firm is looking for a Service Desk Supervisor to join the team on an initial 6-month fixed-term contract, supporting the Service Desk through a high period of exciting growth while helping to deliver a first-class IT support service to the London office.
What’s On Offer:
- Salary to £70,000
- 6-month fixed-term contract
- Hybrid working (3 days office / 2 days remote)
- Fantastic employee benefits
- On-site coffee bar and subsidised canteen
Service Desk Supervisor – What You’ll Be Doing:
- Provide day-to-day supervision and leadership for Service Desk Analysts
- Support employee development and conduct regular 1-2-1 meetings
- Oversee the daily operation of the IT Service Desk
- Act as the primary escalation point for complex or high-priority incidents
- Ensure incidents, requests, and escalations are handled within agreed SLAs
- Monitor ticket queues and workload distribution to maintain service levels
- Ensure all new starters requests are completed accurately and within agreed timescales
- Ensure leaver processes are actioned promptly to maintain security and compliance
- Identify opportunities to improve support processes and customer experience
Service Desk Supervisor – What We’re Looking For:
- Previous experience supervising an IT Service Desk, ideally within a law firm environment
- Strong understanding of IT Service Management principles
- Experience working with SLA and KPI driven environments
- Proven ability to lead, coach, and motivate technical support teams
- Experience managing ticket queues, joiner, mover and leaver processes