It’s an exciting time to join Fieldfisher in Belfast! Our Belfast office is experiencing significant growth as we expand our presence and strengthen our business across the region. This is a fantastic opportunity to be part of a dynamic team during a period of rapid development and innovation. We’re building something special here driven by ambition, collaboration, and a commitment to excellence. If you’re looking for a role where you can make an impact and grow with us, now is the perfect time to come on board. Overview The IT Service Desk Team Leader is responsible for managing the day-to-day operations of the IT Service Desk team, ensuring the delivery of high-quality support services to Fieldfisher employees. This role involves supervising analysts, driving process improvements, and maintaining compliance with IT Service Management (ITSM) standards. Responsibilities: Team Leadership: Lead, mentor, and develop the IT Service Desk team to ensure optimal performance and professional growth. Operational Oversight: Monitor daily operations, ensuring incidents and requests are handled efficiently and within agreed SLAs. Resource Management: Allocate workload effectively across the team and manage scheduling to maintain coverage. Escalation Management: Act as the primary point of escalation for complex incidents and service requests. Performance Monitoring: Track and report on key performance indicators (KPIs), ensuring continuous improvement in service delivery. Process Compliance: Ensure adherence to ITIL processes and internal policies across all service desk activities. Stakeholder Communication: Maintain strong communication with IT leadership and other departments regarding service performance and improvement initiatives. Knowledge Management: Oversee the creation and maintenance of Knowledge Base articles to support first-time resolution. Continuous Improvement: Identify opportunities for process optimization and implement best practices to enhance efficiency and customer satisfaction. Knowledge, Skills & Experience: Will have a proven background in information technology and will possess the following skills and experience: Leadership Skills: Proven ability to lead and motivate a team in a fast-paced IT environment. Technical Expertise: Strong understanding of IT infrastructure, applications, and common enterprise systems. Service Management: Experience with ITSM tools and frameworks, particularly ServiceNow and ITIL. Communication: Excellent interpersonal and communication skills for engaging with stakeholders and team members. Problem-Solving: Ability to manage complex issues and drive resolution under pressure. Analytical Skills: Competence in interpreting data and producing actionable insights for performance improvement. Additional Responsibilities: Training & Development: Support team members in professional development and technical training. Customer Experience: Champion a customer-first approach, ensuring high satisfaction levels. Reporting: Prepare regular reports on service desk performance for senior management. Project Participation: Contribute to IT projects and initiatives, ensuring service desk readiness for new technologies and processes. Desirable: Experience with ITSM Tools: Advanced knowledge of ServiceNow for incident, request, and knowledge management. Familiarity with Enterprise Systems: Exposure to: Active Directory (on-prem and hybrid) Microsoft 365 Suite (Teams, Outlook, SharePoint) Azure AD for identity management ITIL Certification: ITIL Foundation or higher. Leadership Certifications: Relevant management or leadership training. Remote Support Tools: Experience with SCCM, Intune, or similar. Reporting & Analytics: Ability to create dashboards and reports for trend analysis and SLA compliance. Strategic Thinking: Capability to align service desk operations with organizational goals. Who are we looking for? We don't have a type. We believe our differences are our strength; varied cultures, approaches and experience can only benefit us. What do we offer? You can be yourself: It takes everyone to make us who we are. We’re a culture of diverse perspectives, with each of us making unique contributions that make us better together. In the office or WFH? : We think the best balance is more time in the office than at home, so we operate a 60:40 rule. Beyond salary : We offer plenty of benefits; private medical insurance, health cash plan, dental insurance, life assurance, critical illness insurance, matched pension contributions up to 7%, holiday trading, plus many more. Visit: Reward & Benefits ¦ Fieldfisher. Modern Office Space: Located in the iconic Titanic Quarter with excellent commuter links and parking nearby. Nurturing your talent: T ake a 'build a career' approach to your training. You'll be on a pathway but free to wander if you see something you'd like to study more closely. Funnel your interests : You have a life outside work, and we can help it to flourish. Join clubs, affinity networks, inclusive events, and pro bono/charity initiatives. Inclusion is not exclusive: If all our differences are highlighted, no one stands out for being different. At Fieldfisher, all our rich diversity is celebrated. We will provide the equipment to allow you to shine, at interview and beyond. Just let us know what you need. For accessibility information on our Belfast office, visit: Accessing Fieldfisher Belfast Hub ¦ Fieldfisher What to do next: Click 'Apply Now', complete an online application and upload a CV. Successful applications will be invited to a 20–30-minute introductory call with a recruiter. Every role recruits differently. But we'll always let you know what to expect from the process, so you get no surprises. For hybrid opportunities, you'll be invited to visit our offices for a face-to-face meeting. We try to make sure the process takes around 2-3 weeks only, but we can't always promise that. We will work around everyone's availability. You can contact us at Anita.Magorrian@fieldfisher.com. We recruit on a rolling basis. Your application may be reviewed before the application deadline. We accept applications until we have filled the role. The Firm We are not a UK firm with offices in Europe. We are a European law firm at our core. While our HQ is London, we are spreading across Europe at pace. In addition to UK, China and Silicon Valley we have offices in Austria, Belgium, France, Germany, Ireland, Italy, Luxembourg, the Netherlands, Poland, and Spain. With 1,800 people across 28 offices across 14 countries you might expect an impersonal office culture, but you will find a homely, family feel even in the largest offices. Quality on both sides Across all our offices and jurisdictions are market-leading practices in corporate/M&A, finance, real estate, energy and natural resources, technology and life sciences. We count as clients large corporations including major technology firms, pharmaceutical and life sciences companies, energy suppliers, infrastructure companies, global banks and financial institutions. We aim to ensure equality of opportunity and are actively working towards improving the diversity of our staff. Applications will be considered on merit and the applicant's suitability to meet the requirements of the role. Benefits Life assurance Season ticket loans Bike to work loans Testimonial "It is great being in a firm which "gets" cross-office working – to feel properly part of a national team and to work with colleagues in other specialisms who are unconstrained by geography." "I consider Fieldfisher to be a progressive firm with an understanding of social values. I'm pleased that staff is able to have input in the firm's direction and purpose as well as help to shape wider society. I'm encouraged to perform by being able to develop in a natural way, whilst being supported at every step. Fieldfisher has managed to nurture a really positive and friendly culture. If they have drive and ambition, I would encourage anybody looking for a role here to grab the opportunity." "Since joining Fieldfisher in 2016, I have progressed from an entry-level secretarial role to an experienced executive assistant. This was made possible by a supportive and inclusive working environment that allows staff to progress at a pace that is best suited to them which in turn makes for well-rounded, home-grown talent. The firm strikes a great balance between providing the foundations for success and autonomy of your own growth and development. An insight I would give to potential applicants is that Fieldfisher offers the opportunity for a career and a sense of belonging to a community and not just a job." Documents