About the Role
If you are a Service Desk Manager seeking an opportunity to work for a growing business that is focused on delivering the most innovative IT solutions, then look no further!
We are currently seeking an ITIL qualified Service Desk Manager to ensure the delivery of a high quality operational IT service, acting as an escalation point for IT related incidents across the business. Reporting directly to the head of IT you will be instrumental in managing the team, measuring, reporting on and monitoring SLAs to continually improve the service of the team.
Responsibilities of the role:
•Assist the Head of IT in the development of the IT Support Service
•Advise on best practice and recommend ongoing improvements
•Manage the Service Desk analysts including performance reviews and appraisals
•Act as an escalation point for the standby rota
•Manage key relationships with 3rd party service providers
•Provide weekly reports on SLAs and KPIs to the Head of IT including call trend analysis
•Report on and review any major incidents with the Head of IT
•Provide assistance to the wider team on adhoc projects
Skills & Experience:
•Degree in IT or Business related discipline
•IT related qualifications are desirable
•ITIL qualification is essential
•Good working knowledge of Microsoft Word, Excel, Outlook & operating systems
•Good working knowledge of Windows Server and vmWare
•Experience of working with legal applications is desirable (Elite, Bighand, VisualFiles)
•Understanding of use of mobile technologies in a professional context
•Previous experience within an IT service function in a professional services organisation
•Experience of supporting a mid-sized multi-user environment
•Design and development of Operational IT services
•Definition and measurement of IT service levels and KPIs
•Server & storage infrastructure experience would be an advantage
•Positive Attitude to Work- Approaches work with positivity and energy and thrives in a busy environment.
•Effective Communicator- Clearly conveys information and ideas through the relevant media. Speaks in Plain English.
•Self Aware- Recognises personal strengths and weaknesses and uses that knowledge to interact positively with others. Maintains a professional impression.
•Team Player- Actively participates as a member of a team. Develops and maintains relationships with others.
•Resilient- Functions effectively under pressure and handles difficult circumstances in a manner that is acceptable to others and RoydsWithy King.
•Open to Change- Receptive to new ways of working with the ability to be flexible in approaching tasks and problems.
RoydsWithy King is a full service UK Top 100 law firm with robust commercial, private client, specialist personal injury and clinical negligence practices. We have the combined expertise of 470 staff across our offices in Bath, Oxford, London and Wiltshire.
We are a passionate and growing firm that strives to be specialists in our field and put client relationships at the core of everything we do. We use our experience across the full range of commercial and private law sectors to put our clients ahead of the curve.
And our strongest advocates are our people; it’s the way they relate to our clients and the way they do business. We are proud to have been ranked as a ‘Sunday Times Top 100 Best Mid-Size Company to Work For’ for the last three years.
We offer a fantastic range of benefits including a competitive salary, 26.5 days holiday per year, a great pension scheme and a whole host of other staff benefits.
If you are looking for an opportunity to work in a friendly and professional environment in a Law firm with prospects, then look no further!
Please note that closing dates on vacancies are provided as a guideline. RoydsWithy King reserves the right to close a vacancy earlier than the stated closing date. Email: firstname.lastname@example.org