Service Desk Manager

This is how we improve outcomes for every person, community, and business we serve. With offices in Birmingham, Dublin, Exeter, London, Manchester, and Nottingham, we're a UK & I based law firm with an international reach. Our sectors include health; real estate and construction; education; energy and infrastructure; financial services; government; insurance; manufacturing and industrials; and retail, consumer, and logistics. We nurture talent at all levels and from every background and celebrate what makes people individuals. Law needs all voices to reflect the society it serves and we're working towards social mobility, diversity, and inclusion in our firm - and our profession. We strive to create meaningful personal and professional development opportunities and offer flexible working in support of a good work-life balance. We focus on wellbeing and individuality, so that all our people can thrive.

Why is this role important and how does it fit into the team, department, and wider firm? Working as part of an established IT Service Desk team, the main purpose of the role is to develop and lead the team, providing consistent and efficient support to the firm. The role will involve identifying trends, common issues, and peak periods to ensure that the team is fully equipped to meet the needs of the firm and run an effective IT operational service. As an IT Service Desk Manager, you will be passionate about the client experience; constantly looking for ways to improve this and make their life easier. The Service Desk team consists of nine 1st and 2nd line support analysts, led by two team leaders who together provide IT assistance to our internal clients across all our offices in the UK and Ireland. The role will also involve you acting as an escalation point for complex IT incidents, leveraging ITSM processes and tools to ensure timely resolution. You will also be accountable for analysing incident data, reporting KPIs to the Head of IT Operations, developing policies and processes and ensuring that the team leaders and service desk adheres to them in compliance with ISO requirements.

What does the role involve?

• Ensure that our IT Service desk team is appropriately resourced and that they are receiving the appropriate level of support/development to build capability and deliver a high quality, professional and efficient operational service in line with service level agreements
• To act as an escalation point for complex or unprecedented operational IT queries and/or issues, making a comprehensive assessment of the issue, a clear decision for action and consideration of any knock on effects
• Regularly coach, mentor, and appraise team leaders in partnership with the Head of IT Operations.
• Regularly review policies and procedures and make suggestions for improvement
• Analyse incident data and report KPIs to the Head of IT Operations and wider IT Exec team as appropriate.
• Collaborate with 3rd party suppliers to ensure their performance aligns with our agreed support agreements.
• Continuously measure, monitor, and strive to reduce incident levels.
• Establish service level objectives for the team and ensure they are met or exceeded to surpass client expectations.
• Foster innovation and process improvement within the team and encourage new ideas and creative problem solving.
• Verify that the service desk team adheres to policies and processes in accordance with ISO requirements.
• Regularly review and update the knowledge management system to enhance the quality of support.
• Oversee the change management process and chair weekly CAB meetings.
• Coordinate with IT project managers to ensure effective support for new IT solutions.

What technical skills are required for someone to be successful and enjoy the role?

• ITIL v4 Foundation certification.
• 5+ years of experience in managing a team of both 1st and 2nd line Analysts
• Experience of policy and procedure
• Solid understanding of IT Service Management and IT Operations.
• Familiarity with ITSM tools such as ServiceNow, Zendesk, or Freshdesk.
• Knowledge of ISO 27001 and other pertinent IT security standards.
• Experience with legal systems and software used in law firms is preferred.
• Strong analytical skills and the ability to draw conclusions based on data.

Who would be a good fit for this role? As part of the IT Service Desk team, you would be expected to have the following skills and experience:

• Robust leadership and interpersonal skills, with the capacity to motivate and guide a team.
• Exceptional stakeholder management skills, with the ability to communicate effectively at all levels within the organisation.
• Proficient problem-solving and negotiation skills.
• Personal drive and enthusiasm, coupled with a collaborative and engaging approach.
• Capability to work independently and in a team-oriented, collaborative environment.
• Outstanding time management and prioritisation skills, with the ability to complete tasks in a high-pressure environment.
• Excellent communication skills, including the ability to convey technical information to non-technical stakeholders.

At Browne Jacobson, we've always worked across business and society, and this expertise sets us apart. Social and environmental impact are at the top of our business agenda. We champion fairness, make the complex simple and forge connections between clients to find creative solutions.