Service Desk Team Lead - Nights

ITIL / ITSM / Manchester / Law / Service Desk / Nights

Service Desk Team Lead - Nights - Manchester

The Global Service Desk of a leading international Law firm requires a Service Desk Team Lead for its night shift. Working under the Global Service Desk Manager to maintain service levels and meet agreed KPIs you will be a key contact for customer escalations and complaints. Based in Manchester you will have responsibilities as follows:

Role Responsibilities:

• Line management of night shift Service Desk Analysts and 2nd Line Support Technical Advisors
• Drive a customer centric approach under your leadership
• Monitor and report metrics and KPIs on a daily basis and prepare reports for monthly review
• Ensure any agreed service improvement actions are delivered and measured for effectiveness
• Management input into recruitment, training, reward and recognition, and disciplinary matters;
• Have a proactive approach to finding, delivering and monitoring continuous service improvement
• Maintain consistent focus on ensuring great customer service and call quality from the team.
• Following ITIL guidelines, work collaboratively with Release/Change and Problem/Major Incident Analysts to represent service delivery in weekly CAB meetings
• Lead and mentor the Service Desk Team, providing guidance as needed while empowering colleagues to own problems.

Summary

• Job title: Service Desk Team Lead - Nights
• Location: Manchester
• Salary: £30,000 - £40,000 - Guide only
• Other Benefits: Private Medical / Income Protection / Critical illness Pension.
• Prior Experience: Prior Service Desk Team Leader experience is seen as essential. ITIL foundation certification. Experience with modern workplace tech including ServiceNow, Exchange, Active Directory, Citrix etc.

The Ideal Candidate

A role like this requires an experienced individual with prior experience leading a service desk team a similar demanding IT work environment. Additionally, we are looking for a candidate with the following attributes:

• Excellent communication skills and an understanding of how to address different levels of experience and seniority appropriately
• Mentoring and coaching ability, eager to develop those around to support business objectives
• Dedicated, hardworking attitude coupled with self-motivation
• Experience meeting and exceeding KPIs, analysing and interpreting metrics and reacting accordingly to drive performance of the team.
• A keen eye for detail and ability to hit deadlines through a highly organised approach
• Leading by example, maintaining professionalism under pressure and fostering a positive work environment with a genuine team working spirit.

The Firm

A hugely successful Law firm on a global scale which has adopted a forward-thinking approach to IT and the role it will serve the legal industry. As such it is seen very much as a front runner in Legal tech and presents an exciting opportunity for an enthusiastic, capable and hard-working individual who wants to be part of a Firm that is at the forefront of its industry.