IT Service Desk Manager – Top 25 Law Firm (Birmingham)
I am looking for an IT Service Desk Manager to join a Top 25 UK Law Firm based in Birmingham. This role is initially for 6-9 months covering maternity leave but may well be extended further.
As an IT Service Desk Manager you will report directly to the Head of IT Operations and provide national and international support to the business. You will be responsible for running this operation on a daily basis, therefore flexibility is required.
Supervision, direction and development of the IT Service Desk team is essential when providing 1st / 2nd line application support. Other areas supported include; the desktop operating systems, document related issues, bespoke application software, printers, hardware, installation / reinstallation of new and existing application software, with a specific emphasis on Microsoft Office applications.
Continual development of the team is required to ensure they can deliver excellent service. The IT Service Desk Manager will be responsible for harnessing the team’s strengths, by ensuring that regular one to one reviews are carried out and delivering the correct level of training to the team.
-Ensure the IT Service Desk Teams are proactive, by continuing to develop and train all team members in any existing grey areas or new technology.
-Map out a set of Core Competencies to enable a personal development plan for each IT Service Desk Analyst and ensure each plan is completed.
-Monitor the IT Service Desk Teams, look for ways to improve and further develop their knowledge. Provide development programmes for continued education and training of support staff to enhance knowledge
-Ensure the IT Service Desk Teams achieves & maintains a high level of performance and quality of service.
-Assist the Head of IT Operations in managing and co-ordinating relationships with third party suppliers.
-Manage resource levels closely to facilitate the support function. Identify where there is a potential pitfall in resource levels, particularly when rolling out new technology. Raise any concerns with the Head of IT Operations.
-Work alongside the Head of IT Operations on all team recruitment. Regularly review the relevant recruitment packs and update as appropriate. Ensure all questions asked at interview stage are relevant to the current business climate and incorporate the most up to date technology utilised by the IT Department and Business.
-Manage the probation period and update meetings for all new staff, involving your Manager at the final review meeting.
-Ensure all Team Leaders and team members are trained in all internal processes.
-Mentor and manage the IT Service Desk Team Leaders, ensuring they work cohesively and deliver a consistent message to the team.
-Work with the Team Leaders to complete all annual appraisals incorporating, objective setting, bi monthly one to one reviews. Monitor regularly to ensure objectives are met by all team members.
-Be responsible for the efficient running of the IT Service Desk telephone system, to include skills routing and additional benefits which will have a positive impact on the Business.
-In the absence of the Head of IT Operations, act as a point of contact for any operations issues and attend any meetings when required.
ITIL foundation version 3 required and further life cycle or capability qualifications would be advantageous.
Or ITIL version 2 Service Support / Service Delivery management qualification.
Degree in Computer Science advantageous.
Technical qualifications – MCSE / MCP.
GCSE’s to include Maths and English
– Minimum of 3 years’ experience of running an IT Service Desk / IT Help Desk, supporting a customer base of 2000+
– Minimum 4 years experience managing a large team
– 1st and 2nd line support experience is essential preferably within a law firm
– Previous experience of budgeting
– Previous experience of developing Customer Service levels / SLA’s / OLA’s
This is an excellent opportunity with a Leading UK Law Firm going from strength to strength. To be considered for this role, please email your CV, together with cover letter outlining your suitability for the role, to email@example.com