Information Technology Service Desk Team Lead
A leading London-based law firm is looking for a Service Desk Team Lead to join its growing IT function. This is an excellent opportunity for an experienced Service Desk professional to step into a highly visible leadership role within a collaborative and people-focused environment.
You’ll lead a team of analysts supporting a fast-paced professional services business, playing a key role in driving service excellence, improving processes, and ensuring colleagues across the firm receive a first-class IT support experience.
London - 4 days per week in office
Permanent Opportunity
This role sits at the heart of the firm’s IT operations, combining hands-on service desk leadership with stakeholder engagement, service improvement, and operational oversight.
Working closely with the Head of Service Delivery, you’ll oversee the day-to-day running of the Service Desk, act as a senior escalation point, and help shape a proactive, service-led support culture across the business.
This is a fantastic opportunity for someone who enjoys team leadership, building strong relationships with users, and driving continuous improvement within a professional services or legal environment.
Key Responsibilities
Service Desk Leadership & Operations
- Lead, mentor, and support a team of Service Desk Analysts
- Manage ticket queues, workloads, and service levels to ensure excellent support delivery
- Act as a senior escalation point for technical and service-related issues
- Drive a proactive, customer-focused support culture with strong ownership and accountability
- Support and optimise the firm’s ITSM platform, including reporting, ticket categorisation, and automation opportunities
- Maintain and improve knowledge base articles, FAQs, and self-service resources
Stakeholder & Vendor Management
- Build strong relationships with colleagues across legal and business support teams
- Understand user workflows and identify opportunities to improve IT services
- Support service review meetings and help ensure feedback is acted upon
- Work closely with third-party vendors to ensure service expectations are met
- Develop knowledge of core legal technology platforms including iManage, Elite 3E, and time recording systems
Communication & Change Support
- Help coordinate communications around incidents, outages, and planned IT changes
- Support the rollout and adoption of new technologies across the business
- Represent end-user needs within wider IT discussions and planning
- Ensure compliance with GDPR, confidentiality, and security standards within a legal environment
About You
You’ll ideally bring:
- Previous experience in a Service Desk Lead, Senior Service Desk, or IT Support leadership role
- Experience working within legal or professional services environments
- Strong understanding of IT service management principles and structured support processes
- Experience mentoring or managing support analysts and handling escalations
- Excellent communication and stakeholder management skills
- Knowledge of ITSM platforms such as Halo, ServiceNow, or similar
- Exposure to legal applications such as iManage, Elite 3E, or comparable systems would be highly beneficial
- A calm, organised approach with the ability to prioritise in a fast-paced environment
Why Apply?
- Opportunity to lead and shape a high-performing Service Desk function
- Collaborative and supportive IT leadership team
- Hybrid working environment
- Exposure to a broad range of technologies and business stakeholders
- Strong focus on continuous improvement and professional development
- Inclusive culture with a genuine commitment to diversity and employee wellbeing
If you’re looking for a role where you can combine people leadership, service improvement, and stakeholder engagement within a respected professional services environment, we’d love to hear from you.