Job Responsibilities
This role manages a small team of 1st and 2nd line Service Desk Analysts and 1 Senior Service Desk Analyst.
The role holder will lead the team, ensuring that Service across the department is delivering to the needs of the Firm and aligned with ITIL methodology.
The role will be responsible for some vendor relationships, asset management and hands on support.
Lead, coach and develop the Service Desk team, fostering accountability, professional growth and a culture of continuous improvement.
Carry out all relevant technical support and maintenance activities as required by Change Management, Incident Management, Problem Management, and Service Request Management processes
Take ownership of major incidents, coordinate with resolution parties, and establish effective communication between stakeholders for post-incident reviews
Attend and actively participate in all daily stand-up and team meetings
Skills Required
Previous experience in a Service Delivery Lead or Management role within a law firm.
Be able to provide hands-on technical support when required, along with managing service delivery projects, managing a small team of 3 analysts and the ability to identify and implement new IT systems.
Experience and solid understanding of legal applications.
Knowledge of project and service management frameworks - ITIL v4, PRINCE2, Agile
Knowledge and understanding of key technologies such as O365, Intune, Azure, Entra ID
This role offers hybrid working - 2 days WFH weekly.