Service Desk Team Leading / KPI Monitoring / Performance Reviews / Legal Sector / ITIL / Mentoring & Coaching

Service Desk Team Leader / Helpdesk Team Leader / Servicedesk Manager


Key Skills:
• Previous Team Leader experience within a law firm
• Mentoring and coaching staff
• KPI creation and monitoring
• Excellent communication skills
• ITIL Service Management experience
• Review meetings of 1st and 2nd line staff
• Chair regular meetings
• Strong technical knowledge
• Able to operate as a good team player
• Good communicator with the user environment at all levels
• Excellent staff leadership qualities

Previous Team Leader experience is essential as you will be managing a team of 6-8 Service Desk Analysts. You will also need previous experience of ITIL processes and procedures, such as SLA’s, Incident, Change Management, Problem management, Asset and Configuration Management and IT Service reporting.

Technical Skills Required:
• Strong knowledge – legal apps, Document management systems, Office XP/2003/2007/2010, Citrix – advanced level
• Manage service desk processes
• Identify training requirements
• Manage call distribution

If you’re interested, please get in touch via email – or call 01273 808822