Salary: £60,000 - 70,000 per year Requirements: Experience working in a service desk environment Design and implement seamless processes from the ground up, integrating people and technology for optimal efficiency and effectiveness. Prior experience working in a legal, professional services, or partnership environment Excellent communication and customer skills with the ability to work with non-technical end-users and technical staff Ability to work within a team framework, as well as under own supervision Ability to lead by example Flexible approach ITIL Foundation (minimum) - preferably ITIL 4 Relevant degree in Information Technology, Computer Science, or related field or equivalent professional experience Proven experience managing a Service Desk team in a professional services environment Responsibilities: Manage the Service Desk team using the Service Management toolset and provide accurate reporting on performance. Lead, coach, and develop the Service Desk team, fostering accountability, professional growth, and a culture of continuous improvement. Employ a structured and analytical approach to problem-solving, ensuring efficient IT service desk operations through methodical troubleshooting, process optimization, and implementation of best practices. Carry out all relevant technical support and maintenance activities as required by Change Management, Incident Management, Problem Management, and Service Request Management processes. Liaise with other internal support teams, internal senior management, and suppliers in the day-to-day management of Incidents and Service Requests. Technologies: Support ITIL More: We are a leading law firm offering a fantastic opportunity for an IT Service Delivery Manager/IT Service Desk Manager to join our team on a permanent basis. We pride ourselves on fostering a collaborative environment that encourages professional growth and continuous improvement. This role is crucial in managing our service desk operations efficiently while supporting our staff and clients effectively. last updated 8 week of 2026