Knights is a legal and professional services business with 1,700+ fee earners delivering high-quality services to over 10,000+ business clients from 32 office locations across the UK.
We believe that everyone has an important role to play in the success of the company, with the inclusive culture as well as our collaborative, flexible and friendly environment making it a great place to work.
Role Description
This role plays a key role in ensuring colleagues across all Knights offices receive a consistently high-quality technology support service experience. The role ensures the Service Desk team delivers a reliable, responsive, and professional service to colleagues and Partners, enabling them to provide exceptional client service.
The Team Leader is responsible for day‑to‑day supervision of Service Desk Analysts, managing workloads across sites, ensuring SLAs are achieved, and supporting the continuous improvement of Technology services within a fast-paced, high‑expectation professional services environment.
Key Responsibilities
* Supporting and developing a team of Service Desk Analysts across Knights sites, promoting a positive, solution‑focused culture.
* Support regular 1:1s, coaching sessions, and call/ticket quality reviews.
* Identify skills gaps and training needs and highlight to Technology Manager.
* Prioritise activity effectively within your team working in a legal services environment where confidentiality, accuracy and uptime are critical.
* Oversee day‑to‑day Service Desk performance, ensuring incidents and requests are managed within agreed SLAs.
Skills and Competencies
* Experience using ITSM tools and ITIL‑aligned service management processes.
* Understanding/ experience of the technology needs of a professional services environment.
* Ability to motivate, guide and develop high-performing teams.
* Strong problem-solving and decision-making skills.
* Excellent communication skills, especially when engaging with non‑technical colleagues.
* Professional, approachable and solution focused.
* Calm under pressure, able to manage competing priorities.
* Driven to deliver a consistently high standard of colleague experience.
Experience and Qualifications
* Experience in a supervisory or senior analyst role within a Service Desk environment.
* Demonstrable success in managing workloads, escalations and service performance.
* Strong understanding of service delivery in a multi‑site organisation.
* Experience supporting legal or professional services users.
* Involvement in change or technology improvement projects.
This is a great opportunity to be a part of a rapidly expanding company whilst being supported to be the best you can be. We offer a competitive salary, 23 days a year holiday (plus bank holidays), modern surroundings and the potential for career development.
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