Service desk Team Leader
The role
We are looking for a Service desk Team Leader to join our collaborative and forward thinking IT Department. Working with the Head of Service Delivery you will provide an excellent standard of IT support, ensuring the business needs are met and any IT issues are resolved or escalated in a timely and efficient manner.
Role responsibility
To support the Business and manage service delivery processes, tasks and incidents by:
- Supervising and leading the service desk and service delivery processes, tasks, incidents and requests delivering a quality service (as defined by the Head of Service Delivery)
- Acting as the Lead technical role model and technical escalation for the service delivery team, coordinating and supervising the service desk team in their daily duties
- Advising the service desk analysts on issues and direct activities that require intervention or that have broader firm-wide impact. This will include escalations from key stakeholders, suppliers and colleagues. Providing coordination and support during high and critical incidents and customer complaints
- Allocating tasks to the service desk analysts and managing the Service Desk Plus call system queues to agreed SLA's, proactively monitoring unassigned queue
- Delegating specific tasks and responsibilities to team members to improve service delivery pace and the customer experience
- Researching resolution to issues, escalating within team as applicable
- Working collaboratively with Technical and Projects functions within the IT Department
- Working with the Leadership team on reoccurring incidents, requests, problems, trends and identifying process improvements
- Acting as a senior point of contact for sensitive requests/issues
- Process management such as new joiners, leavers, mobile management, laptop loans, asset management, etc.
- Managing holiday/sickness/training cover ensuring shifts are covered
- Working with the Head of Service Delivery to ensure the service transition of new technologies to BAU runs smoothly
- Reporting on team and individual performance against service delivery metrics as defined by the Head of Service Delivery
- Delivery of service delivery reports and dashboards via Advanced Analytics tool
About you
Ideally you will be able to demonstrate;
- Service desk lead experience in a legal or professional services environment
- Experience in working with and maintaining call logging systems
- Excellent interpersonal and communication skills
- Strong analytical, diagnostic and problem-solving skills with the ability to absorb new information
- Service desk lead experience with the ability to demonstrate success in effectively and efficiently:
- Managing the operation of the service desk and team
- Using technical knowledge to resolve issues
- Understanding service management principles
- Liaising with peers and senior management
- Using data processing, analysis and quality management tools
- Developing and implementing processes
- The ability to influence and persuade senior stakeholders
- Proven ability to collaborate, build relationships and influence individuals at all levels as well as working with external providers and vendors
- Evidence demonstrating ability to work efficiently and effectively under pressure including prioritising competing workloads for self and team.
Benefits
- Competitive salary
- 25 days annual holiday
- Permanent Health Insurance
- Life Assurance
- Interest free Season Ticket Loan
- Private Healthcare
- Pension Scheme
- Staff Introductory Scheme
- Employee Assistance Programme
About us
We are a London based, full-service law firm, specialising in providing straightforward advice to entrepreneurial businesses and individuals on domestic and international matters.
We have grown substantially in recent years, including two mergers and an office move. We’ve also matured in terms of our approach to providing advice to our clients, seeking to simplify and improve the experience of working with a modern, independent law firm.
We’re proud of our journey. Without losing sight of where we’ve come from, we are focused on where we’re going. We are evolving and growing every day. And just like our clients, we are ambitious and moving forward. Many of our clients are entrepreneurial, ambitious enterprises who are often privately or family owned, or private equity backed. We are one of the only London based law firms with a large private wealth offering alongside significant business law capability.
The firm also advises major corporates on particular specialist legal matters who find our straightforward approach a compelling alternative to larger, less personal firms.