Company Overview
Squire Patton Boggs is a global integrated law firm with over 1,500 lawyers across more than 40 offices worldwide.
Role Overview
We are seeking an experienced IT professional to lead the UK Service Desk function as Service Desk Manager.
Responsibilities
* Working with the US Service Desk Manager to ensure a consistent approach to the handling of incidents and service requests received by IT Support, coaching the team to effectively answer and resolve incoming calls.
* Jointly owning the Incident Management process together with the US Service Desk Manager.
* Establishing and maintaining a service management system for task management, call tracking, and gathering management information about incident management.
* Promoting knowledge sharing within the IT Support and office‑based teams, and ensuring best practice and standard procedures are documented centrally.
* Working with the Regional Support Managers to encourage strong communication between office‑based support, central IT Support and escalation teams.
* Working with the Technology training team to ensure that common training issues are identified and best‑practice procedures are embedded in training materials.
* Creating long‑term strategies for growth and maintenance of the IT Support team from both a UK and global perspective.
* Direct supervision and line management of UK IT Support Analysts.
* Providing technical guidance and judgment to IT Support Analysts, acting as a point of escalation for complex or high‑risk issues.
* Reviewing and quality‑checking incidents, service requests and resolutions to ensure compliance with firm policies, procedures and best practices.
Qualifications
* Minimum four years of experience in a related IT support or service desk role.
* Strong communicator with the ability to build relationships with senior stakeholders.
* Excellent problem‑solver, capable of multi‑tasking and reacting quickly to developing situations.
* Hands‑on technical expertise in diagnosing, troubleshooting and resolving hardware and software issues in Windows server environments.
* Knowledge of client‑server networks and other network topologies, especially Windows servers.
* Desire to work in a legal or professional services environment is desirable.
Equal Opportunity
We are an inclusive employer and aim to ensure our workforce is representative of our society. We welcome applications regardless of age, neurodiversity, disability, family or parental status, race, religion, ethnicity, sexual orientation, or gender identity and expression or other legally protected characteristics. We will make reasonable adjustments and adaptations to our recruitment process to ensure it is inclusive for anyone who wishes to apply.
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