Service Desk Manager

  • Job Reference: JO0000004254
  • Date Posted: 26 May 2023
  • Recruiter: Ryder Reid Legal
  • Location: Southampton, Hampshire
  • Salary: On Application
  • Sector: I.T.
  • Job Type: Permanent
  • Work Hours: Full Time

Job Description

Exciting new opportunity to join the Southampton office of a growing UK law firm as a Service Desk Manager. Reporting to the firm's Group Technology Operations Senior Manager and Group Technology Director, this role will manage the day-to-day priorities and tasks for the Service Desk team, providing a range of administration and management duties to assist with the smooth running of their technology services globally.

Key responsibilities for the Service Desk Manager will include:

  • Oversee all Service Desk requests and incidents. Proactively manage the Service Desk call queue to ensure appropriate service levels are delivered.
  • Manage service desk resource levels across the Group to meet 24/7 service requirements.
  • Assist in the process of managing major incidents.
  • To act as a single point of contact for phone calls, emails, and service desk requests from staff regarding issues, queries and requests for assistance
  • Delegate support cases within the Service Desk team, managing staff expectations as well as escalations, to completion.
  • Provide an excellent level of customer service to callers, by providing them with appropriate support responses and friendly communication.
  • Ensure that all requests are logged and managed in the Service Desk system and ensure that the team are dealing with all requests on time, with frequent communication.
  • Escalate unresolved calls to the escalation teams and suppliers as appropriate.
  • Facilitate or coordinate a smooth flow of information between the service desks' management.
  • Provide data and reporting of KPIs and trends to the Operations Manager and the Technology Director to meet ad-hoc, monthly schedules as needed.
  • Take ownership of user problems and follow up on the status of problems on behalf of the user and communicate progress promptly.
  • Always demonstrate an excellent standard of customer service, and act as an ambassador for the Technology department in all dealings with customers.
  • Adhere to and manage the development of all processes such as incident management, change management etc.
  • Provide some induction training on in-house applications to users in the remote offices.
  • Train, coach and mentor Service Desk Analysts including their personal development.
  • Assist and provide cover for communicating system downtime/emergency activities.
  • Manage the user administration processes - starters/leavers/transfers/promotions.
  • Develop an effective and workable framework for managing and improving customer support in the Service Desk function.
  • Proactively manage the mobile device administration and support
  • To be the assigned point of contact on some third-party supplier relationships and liaise with third-party suppliers for additional technical support.
  • Hold joint responsibility for the management and continual improvement of the 24/7 helpdesk service.
  • Provide phone system support and administration.
  • Process procurement and logistic functions, including quotes, purchase orders, shipment of items and filing of relevant documentation.
  • Being aware of cyber security risks that exist and escalating any events or concerns that are encountered. Responsibility for carrying out all tasks in a secure manner i.e., keeping security in mind
  • Encourage staff awareness of cyber security risks and best practice guidelines.
  • Advise senior management early on situations that may require additional support or escalation. E.g., security incidents/system issues

The ideal candidate for this Service Desk Manager position will have solid relevant senior IT experience, preferably in a legal or professional services organisation. You must have previous people management and excellent time management skills and be highly detail orientated. You will be a logical thinker and problem solver, with the ability to work in a demanding environment to tight deadlines. Excellent communication skills are required, along with a professional, enthusiastic, and flexible approach. If you fit the above description, then please contact Ryder Reid for immediate consideration.