Job Description
A leading London-based law firm is looking for a Service Desk Team Lead to join its growing IT function. This is an excellent opportunity for an experienced Service Desk professional to step into a highly visible leadership role within a collaborative and people-focused environment.
You’ll lead a team of analysts supporting a fast-paced professional services business, playing a key role in driving service excellence, improving processes, and ensuring colleagues across the firm receive a first-class IT support experience.
London - 4 days per week in office
Permanent Opportunity
This role sits at the heart of the firm’s IT operations, combining hands-on service desk leadership with stakeholder engagement, service improvement, and operational oversight.
Working closely with the Head of Service Delivery, you’ll oversee the day-to-day running of the Service Desk, act as a senior escalation point, and help shape a proactive, service-led support culture across the business.
This is a fantastic opportunity for someone who enjoys team leadership, building strong relationships with users, and driving continuous improvement within a professional services or legal environment.
Key Responsibilities
Service Desk Leadership & Operations
* Lead, mentor, and support a team of Service Desk Analysts
* Manage ticket queues, workloads, and service levels to ensure excellent support delivery
* Act as a senior escalation point for technical and service-related issues
* Drive a proactive, customer-focused support culture with strong ownership and accountability
* Support and optimise the firm’s ITSM platform, including reporting, ticket categorisation, and automation opportunities
* Maintain and improve knowledge base articles, FAQs, and self-service resources
Stakeholder & Vendor Management
* Build strong relationships with colleagues across legal and business support teams
* Understand user workflows and identify opportunities to improve IT services
* Support service review meetings and help ensure feedback is acted upon
* Work closely with third-party vendors to ensure service expectations are met
* Develop knowledge of core legal technology platforms including iManage, Elite 3E, and time recording systems
Communication & Change Support
* Help coordinate communications around incidents, outages, and planned IT changes
* Support the rollout and adoption of new technologies across the business
* Represent end-user needs within wider IT discussions and planning
* Ensure compliance with GDPR, confidentiality, and security standards within a legal environment
About You
You’ll ideally bring:
* Previous experience in a Service Desk Lead, Senior Service Desk, or IT Support leadership role
* Experience working within legal or professional services environments
* Strong understanding of IT service management principles and structured support processes
* Experience mentoring or managing support analysts and handling escalations
* Excellent communication and stakeholder management skills
* Knowledge of ITSM platforms such as Halo, ServiceNow, or similar
* Exposure to legal applications such as iManage, Elite 3E, or comparable systems would be highly beneficial
* A calm, organised approach with the ability to prioritise in a fast-paced environment
Why Apply?
* Opportunity to lead and shape a high-performing Service Desk function
* Collaborative and supportive IT leadership team
* Hybrid working environment
* Exposure to a broad range of technologies and business stakeholders
* Strong focus on continuous improvement and professional development
* Inclusive culture with a genuine commitment to diversity and employee wellbeing
If you’re looking for a role where you can combine people leadership, service improvement, and stakeholder engagement within a respected professional services environment, we’d love to hear from you.