IT Service Desk Manager

Leigh Day
United Kingdom
From £40,000 to £45,000 per annum
08 Oct 2017
07 Nov 2017
Contract Type
Full Time
Leigh Day is seeking to appoint a highly personable IT Service Desk Manager. It would ideally appeal to a customer centric service desk manager / team leader, looking to make a positive impact in a hands-on role within a coveted, award winning, ‘claimant’ law firm renowned for ground breaking cases.

Reporting directly to the IT Director the role will involve;·Management and development of 2xService Desk Analysts and 1xIT Trainee; scheduling out of hours rota/working times and provide backup support\guidance.

·Oversee all IT support requests, incidents and problems; act as escalation point and manage all IT Service Desk processes for communicating outage/emergency activities to the organisation.

·Develop and mature the portal/phone/ticket escalation processes.

·Regularly monitor client perception and satisfaction levels.

·Determine root cause of issues, trend, incidents, problems and implement controlled changes.

·Manage MSP vendor relationship depending on daily operational needs.

·Provide data and reporting of KPI’s and trends.

·Implement IT best practice and customer service.

To be successful you must have;

·Demonstrable experience in a similar role within professional services.

·Relevant experience of managing, mentoring and developing a small, strong technical support team.

·Demonstrate an approachable, friendly, personable manner.

·Proven track record with troubleshooting, ability to spot and diffuse potential escalations, resolve escalations and deliver an excellent service to key stakeholders.

·Ability to communicate effectively with non IT stakeholders regarding technical matters.

·Demonstrable experience in applying problem solving techniques to identify root cause and implement controlled changes

·A good understanding and appreciation of Leigh Day values and ethos.


  • Strong understanding and working knowledge of Microsoft networks, including - but not limited to - Active Directory, Exchange mailbox administration, DNS, group policies; Knowledge of NTFS and share permissions, Routers, Firewalls, Switches, VPN devices; Wi-Fi technologies; Citrix; VMware infrastructure.
  • Familiarity with the following hardware and software technologies or platforms: Windows 7/8.1/10, Office 2010, 2016, Symantec and Sophos security appliances (UTM) and software, Citrix XenApp, Server 2008 R2, Server 2012 R2, HP Thin-client Technology, Avaya IP Phones, Polycom conference phones, Cisco and HP switches
Please visit our website download the full job description and application form.

This is a permanent, full-time position based in London

Application Process

Please return the following documents to the email address provided by 15th October 2017.

    A covering letter stating why you are interested in this role, your current salary details and applicable notice period. A copy of your up-to-date CV. The completed application form (downloadable from our website).
Unfortunately failure to return all the above requested documents may result in your application not being considered.

Leigh Day is committed to equality and diversity and welcomes applications from all sections of the community. A copy of the Equality and Diversity Policy is available upon request.

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