Service Desk Manager, IT – Withy King, Bath, UK
Withy King is a leading law firm with offices based in the South West, Wiltshire, Oxfordshire and London.
We are a full-service firm, providing a comprehensive range of services for both private clients and business owners. We have a market leading reputation for our innovative approach to meeting clients’ needs and excellent client care nationally. Whether “For your Life” or “For your Business”, Withy King provides a tailored legal service to suit all.
We have recently been awarded an “Outstanding” accreditation and ranked 58th in the Sunday Times Top 100 Best Companies survey and therefore pride ourselves on being a great place to work.
Purpose of the Role
This is an exciting time to be joining the IT Team at Withy King. Technology is set to be high on the agenda for the future growth and progression of the firm and we are looking for a key member of the team to be part of that journey.
As Service Desk Manager, you will be responsible for the delivery of high quality day-to-day operational IT to the firm. You will manage a team of 2 Helpdesk Advisors as well as providing hands on support yourself. You will also look to develop the support desk function through introduction of processes and SLAs. Furthermore, this role offers an opportunity to provide network administration and project-related responsibilities.
Responsibilities of the Role
Assist the Head of IT in the development of the IT support service.
Manage the day to day running of the Service Desk including:
delivery of all IT Service Desk SLAs;
consistent communication to users of the Service Desk and;
management of workload to ensure Service Desk analysts have time for other duties.
Management of Service Desk analyst(s) including performance reviews and appraisals.
Provide weekly reports on the SLAs and KPIs to the Head of IT, including call trend analysis and recommendations.
Report and review major incidents with the Head of IT.
Monitor and manage the server estate including backups, anti-virus, patching & updates, storage.
Provide assistance to the wider team on ad-hoc project work.
Provide an overflow resource to the Helpdesk function for busy periods, holiday and sickness.
Key Skills Required for the Role
Depth of IT Service Desk experience, ideally gained in a professional services environment
IT related qualifications are desirable, as is ITIL qualifications or experience
Previous experience of managing a small team
Experience of law firm applications (Elite, Bighand, VisualFiles) is preferred
Experience of implementing service desk processes and SLAs would be a distinct advantage
Excellent client focus with a desire to continuously improve services for the end user
Strong interpersonal skills with the ability to communicate effectively at all levels
Inclusive management style with ability to drive the team forwards to excellence
Passionate about excellent service delivery
Good organisational skills and the ability to remain calm at all times
Why Join Us?
Withy King are proud to be a Regional Employer of Choice. With key offices in Bath, Swindon and Oxford we are actively growing our practices. If you join Withy King “For Your Career” we will help to develop personally and professionally through on the job training and an opportunity to learn more about your area.
We offer a fantastic range of benefits including a competitive salary, 25 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!
To apply, please click here: http://www.professionalsinlaw.com/job/6612/service-desk-manager-it/