IT Service Desk Team Lead (Law Firm)

A fantastic opportunity has arisen for an IT Service Desk Team Lead to join our London based law firm on a permanent basis.

IT Service Desk Team Lead

Summary:

The Service Desk Team Lead plays a vital role in ensuring that IT support is efficient, reliable, and aligned to the demands of a fast paced legal environment. Working closely with the Head of Service Delivery, you will oversee day to day operations, lead a team of analysts, and act as a key escalation point for colleagues across the firm.

IT Service Desk Team Lead

Key Responsibilities:

• Provide daily direction, coaching, and escalation support to a team of five Service Desk Analysts, ensuring the delivery of a professional, high quality service.
• Monitor ticket queues, workloads, and service levels to ensure timely and effective resolution. Identify trends and support the implementation of service improvements.
• Promote a proactive, colleague focused approach within the team, encouraging ownership, accountability, and consistent first time resolution.

IT Service Desk Team Lead

Attributes/Skills:

• Experience working within a law firm is essential.
• The ability to guide, mentor, and support service desk team members, including handling escalations.
• Solid understanding of service management best practice and structured support processes.

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