Global Service Desk Manager
- Recruiter
- Bydand Recruitment Group
- Location
-
England, Greater Manchester, Manchester
Greater ManchesterGreater Manchester
- Salary
- £55000 - £70000 per annum + Benefits
- Posted
- 11 Jul 2019
- Closes
- 09 Aug 2019
- Ref
- AS/893704
- Job Title
- IT Director
- Category
- Legal
- Contract Type
- Permanent
- Hours
- Full Time
Service Desk / ITSM / Manchester / Law / £55,000-£70,000 / Permanent
Global Service Desk Manager - Manchester
This role will suit an experienced Service Desk Manager who has the talent to join a leading global Law Firm as their Global Service Desk Manager. Leading the Global Service Desk services and teams which provide 24/7 support to the fee earners and business services colleagues throughout their international network the role has significant responsibility, summarised as follows:
Role Responsibilities:
Summary
The Ideal Candidate
An important role like this requires an experienced individual with prior history of working within a similar demanding professional work environment. Additionally, we are looking for a candidate with the following:
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.
Global Service Desk Manager - Manchester
This role will suit an experienced Service Desk Manager who has the talent to join a leading global Law Firm as their Global Service Desk Manager. Leading the Global Service Desk services and teams which provide 24/7 support to the fee earners and business services colleagues throughout their international network the role has significant responsibility, summarised as follows:
Role Responsibilities:
- Management of the 24*7*365 Global Service Desk including the Service Desk Team Leads and Service Desk staff.
- Management of the Global Technology and Innovation Service Desk function
- Working to consistently meet and exceed customer service expectations
- Tayloring style of communication and management to cater for all stoakeholder groups
- Fully develop, utilise and promote the service desk support tools (ITSM tool, Self Service etc)
- Drive continuous improvement, eg via simplification and automation
- Service Desk Team coaching, mentoring and development
- Working to understand customer needs and matching these to the service delivery provision.
- Creating, and driving forwards, a Service Improvement Plan through effective communication, Service Review meetings and events
- Maintaining system documentation, support procedures and proactive rota/cover arrangements
- Provision of an Out of hours/On Call Cover 24*7 service for escalations
- Deputising for the Senior Service Manager when needed.
Summary
- Job title: Global Service Desk Manager
- Location: Manchester
- Salary: £55,000 - £70,000 - Guide only
- Other Benefits: Private Medical / Income Protection / Critical illness Pension. 26 days holiday plus other benefits eg discounted gym
The Ideal Candidate
An important role like this requires an experienced individual with prior history of working within a similar demanding professional work environment. Additionally, we are looking for a candidate with the following:
- Prior experience at a Service Desk Manager level with a Global remit.
- ITSM experience, with a forward-looking approach to Service Management and how to drive its future development.
- A focus on training and mentoring team members with a proven record in people management.
- Excellent stakeholder management skills and the confidence to challenge the status quo.
- The ability to influence those around you, be it customers, suppliers and stakeholders at all levels.
- Confidence and capability to make key decisions which will determine the success of projects and objectives.
- An determination to understand the business service requirements and prioritise business needs accordingly;
- Experience creating and strengthening excellent customer relationships;
- A considerate approach to risk mitigation and issue resolution.
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.