IT Service Desk Manager - ( 1st line / 2nd Line )

London (Greater)
10 Feb 2018
15 Feb 2018
Contract Type
Full Time
IT Service Desk Manager - ( 1st line / 2nd Line ) required by a leading Global Law Firm in its prestigious Central London offices. This Top 20 UK Law Firm has over 5000 staff and an out-standing reputation in the legal sector.

As a IT Service Desk Manager - ( 1st line / 2nd Line ) will be Managing a two-tier 24/7 Global professional Service Desk of a team 20 including team leaders. You will have excellent Management skills with the ability to lead by example whilst maintain the company's high standards.

Primary Responsibilities of the IT Service Desk Manager - ( 1st line / 2nd Line ):
  • Managing a two-tier 24/7 Global professional Service Desk.
  • Provide management, coaching and mentoring for all members of the Service Desk Team.
  • Working with Senior Management to plan and map strategic direction for the Service Desk, producing continual service improvement plans.
  • Working with other global IT managers to ensure that we provide a globally consistent service.
  • Ensuring the Service Desk adhere to all processes & procedures as detailed in the Best Practice Guide and working with IT security and Risk teams to update policies on a regular basis
  • Working closely with the Service Management Team on shared ITIL processes.
  • Deliver a high quality end-user support ensuring the highest level of customer satisfaction

Essential Skills of the IT Service Desk Manager - ( 1st line / 2nd Line ):
  • Must be able to demonstrate success in a similar role managing a team of around 20 staff including team leaders.
  • Excellent configuration/troubleshooting, analytical and diagnostic skills.
  • Candidate must demonstrate ability to deliver outstanding service in a high-pressure environment working in a medium to large organisation
  • The candidate must be business focused and demonstrate clear business knowledge of the workings and intricacies of a professional services environment.
  • Excellent understanding of ITIL best practice and experience of implementing and improving processes. Excellent Microsoft Office skills, server and networking fundamentals. Good understanding of all technologies and an excellent understanding of user working methodologies.
  • Communicative skills both verbally and written must be of an extremely high standard.
  • ITIL Expert accreditation and SDI qualification are desirable.

As a IT Service Desk Manager - ( 1st line / 2nd Line ) you will receive a base salary of up to £60,000 plus a bonus and extensive benefits package, including contributory pension, private medical, season ticket loan, childcare vouchers, subsidised gym, subsidised canteen, life assurance, death in service, minimum 25 days holiday plus the option to buy or sell up to a further 5.

If the role sounds like something you would be interested in please email a recent version of your CV together with a cover letter to outlining your suitability for the role. Alternatively, just apply within.
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