IT Service Desk Team Leader - UK Law Firm
Job Role - The purpose of the role is to ensure the day to day running of the Service Desk Team runs smoothly.
- Provide technical and business leadership, guidance and support to the team. In addition, the role will ensure high levels of customer satisfaction, achieved through a defined service approach.
- The role will act as the first point of escalation for all unresolved 1st/2nd level incidents, ensuring the scope of the problems have been accurately defined and the incident correctly reflects the circumstances in which it has been reported.
- To produce statistics and management reports against agreed service level targets, objectives, timescales or standards
- The role will focus more on providing excellent customer service to partner, employee and other parties and would suit someone looking to progress their managerial career, rather than progressing in technical areas.
The ideal candidate will have a minimum of 3 years 1st/2nd line experience, ideally with some Team Lead experience - however my client would consider someone looking to move into their first managerial role.
This role will be heavily customer service focused, however you would need to be able to support the following technologies; Windows 7/10, Office 2010, Active Directory, Adobe Suite, Windows Server, Exchange and iPhone/Android Mobile devices. Any experience with; iManage, Carpe Diem or Mimecast would be desirable.