In Technology Group
Service Desk Team Lead
Job Location
Nine Ashes, United Kingdom
Job Description
Job Description: Service Desk Team Lead
Location: Chelmsford (Full-time Onsite)
Salary: £45,000- 50,000 per annum (DOE)
Industry: Legal Sector
About the Role
We are seeking an experienced and motivated Service Desk Team Lead to oversee the day-to-day operations of our Service Desk at a prestigious law firm in Chelmsford. This is a hands-on leadership role requiring strong technical expertise, excellent communication skills, and the ability to inspire a team to deliver exceptional IT support. You will play a key role in maintaining the IT infrastructure that supports our legal professionals and ensuring the delivery of high-quality client services.
Key Responsibilities
Leadership and Team Management:
Lead, mentor, and develop a team of Service Desk Analysts to deliver consistent, high-quality support.
Manage resource allocation and ensure coverage for all support shifts.
Conduct regular team meetings, performance reviews, and training sessions.
Service Desk Operations:
Act as the primary escalation point for complex technical issues and ensure their timely resolution.
Monitor, manage, and prioritize incoming tickets to maintain service level agreements (SLAs).
Identify trends in recurring issues and implement long-term solutions to improve efficiency.
Technical Support:
Provide hands-on support for hardware, software, and networking issues when required.
Ensure systems such as Active Directory, Office 365, and case management software are functioning optimally.
Liaise with 3rd party vendors and escalate issues when necessary.
Process Improvement:
Develop and refine Service Desk policies, processes, and documentation.
Monitor key performance indicators (KPIs) and prepare regular reports for senior management.
Drive initiatives to enhance the user experience and streamline IT operations.
Key Requirements
Technical Expertise:
Strong understanding of IT infrastructure, including Windows environments, networking (TCP/IP, DNS, DHCP), and endpoint management.
Proficiency in Microsoft Office 365, Active Directory, and legal-specific software (preferred).
Experience with ITIL-based service management practices.
Leadership Skills:
Proven experience leading an IT support team, preferably in a legal or professional services environment.
Ability to inspire and manage a team to meet deadlines and SLAs.
Strong problem-solving skills with a proactive approach to identifying and resolving issues.
Soft Skills:
Exceptional communication and interpersonal skills, with the ability to interact effectively with legal professionals and stakeholders at all levels.
Strong organizational skills and the ability to manage multiple priorities simultaneously.
Qualifications:
Relevant IT certifications (e.g., ITIL Foundation, CompTIA Network+, Microsoft certifications) are desirable.
A minimum of 3-5 years of experience in an IT support role, with at least 1-2 years in a supervisory capacity.In Technology Group Ltd is acting as an Employment Agency in relation to this vacancy
Location: Nine Ashes, GB
Posted Date: 11/26/2024
Location: Chelmsford (Full-time Onsite)
Salary: £45,000- 50,000 per annum (DOE)
Industry: Legal Sector
About the Role
We are seeking an experienced and motivated Service Desk Team Lead to oversee the day-to-day operations of our Service Desk at a prestigious law firm in Chelmsford. This is a hands-on leadership role requiring strong technical expertise, excellent communication skills, and the ability to inspire a team to deliver exceptional IT support. You will play a key role in maintaining the IT infrastructure that supports our legal professionals and ensuring the delivery of high-quality client services.
Key Responsibilities
Leadership and Team Management:
Lead, mentor, and develop a team of Service Desk Analysts to deliver consistent, high-quality support.
Manage resource allocation and ensure coverage for all support shifts.
Conduct regular team meetings, performance reviews, and training sessions.
Service Desk Operations:
Act as the primary escalation point for complex technical issues and ensure their timely resolution.
Monitor, manage, and prioritize incoming tickets to maintain service level agreements (SLAs).
Identify trends in recurring issues and implement long-term solutions to improve efficiency.
Technical Support:
Provide hands-on support for hardware, software, and networking issues when required.
Ensure systems such as Active Directory, Office 365, and case management software are functioning optimally.
Liaise with 3rd party vendors and escalate issues when necessary.
Process Improvement:
Develop and refine Service Desk policies, processes, and documentation.
Monitor key performance indicators (KPIs) and prepare regular reports for senior management.
Drive initiatives to enhance the user experience and streamline IT operations.
Key Requirements
Technical Expertise:
Strong understanding of IT infrastructure, including Windows environments, networking (TCP/IP, DNS, DHCP), and endpoint management.
Proficiency in Microsoft Office 365, Active Directory, and legal-specific software (preferred).
Experience with ITIL-based service management practices.
Leadership Skills:
Proven experience leading an IT support team, preferably in a legal or professional services environment.
Ability to inspire and manage a team to meet deadlines and SLAs.
Strong problem-solving skills with a proactive approach to identifying and resolving issues.
Soft Skills:
Exceptional communication and interpersonal skills, with the ability to interact effectively with legal professionals and stakeholders at all levels.
Strong organizational skills and the ability to manage multiple priorities simultaneously.
Qualifications:
Relevant IT certifications (e.g., ITIL Foundation, CompTIA Network+, Microsoft certifications) are desirable.
A minimum of 3-5 years of experience in an IT support role, with at least 1-2 years in a supervisory capacity.In Technology Group Ltd is acting as an Employment Agency in relation to this vacancy
Location: Nine Ashes, GB
Posted Date: 11/26/2024
Contact Information
| Contact | Human Resources In Technology Group |
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