Service Desk Manager
- Recruiter
- Ryder Reid Legal Limited
- Location
-
England, Hampshire, Southampton
SouthamptonHampshire
- Salary
- Negotiable
- Posted
- 26 May 2023
- Closes
- 08 Jun 2023
- Ref
- JO0000004254
- Job Title
- IT Director
- Category
- Legal
- Contract Type
- Permanent
- Hours
- Full Time
Exciting new opportunity to join the Southampton office of a growing UK law firm as a Service Desk Manager. Reporting to the firm's Group Technology Operations Senior Manager and Group Technology Director, this role will manage the day-to-day priorities and tasks for the Service Desk team, providing a range of administration and management duties to assist with the smooth running of their technology services globally.
Key responsibilities for the Service Desk Manager will include:
Oversee all Service Desk requests and incidents. Proactively manage the Service Desk call queue to ensure appropriate service levels are delivered.Manage service desk resource levels across the Group to meet 24/7 service requirements.Assist in the process of managing major incidents.To act as a single point of contact for phone calls, emails, and service desk requests from staff regarding issues, queries and requests for assistanceDelegate support cases within the Service Desk team, managing staff expectations as well as escalations, to completion.Provide an excellent level of customer service to callers, by providing them with appropriate support responses and friendly communication.Ensure that all requests are logged and managed in the Service Desk system and ensure that the team are dealing with all requests on time, with frequent communication.Escalate unresolved calls to the escalation teams and suppliers as appropriate.Facilitate or coordinate a smooth flow of information between the service desks' management.Provide data and reporting of KPIs and trends to the Operations Manager and the Technology Director to meet ad-hoc, monthly schedules as needed.Take ownership of user problems and follow up on the status of problems on behalf of the user and communicate progress promptly.Always demonstrate an excellent standard of customer service, and act as an ambassador for the Technology department in all dealings with customers.Adhere to and manage the development of all processes such as incident management, change management etc.Provide some induction training on in-house applications to users in the remote offices.Train, coach and mentor Service Desk Analysts including their personal development.Assist and provide cover for communicating system downtime/emergency activities.Manage the user administration processes - starters/leavers/transfers/promotions.Develop an effective and workable framework for managing and improving customer support in the Service Desk function.Proactively manage the mobile device administration and supportTo be the assigned point of contact on some third-party supplier relationships and liaise with third-party suppliers for additional technical support.Hold joint responsibility for the management and continual improvement of the 24/7 helpdesk service.Provide phone system support and administration.Process procurement and logistic functions, including quotes, purchase orders, shipment of items and filing of relevant documentation.Being aware of cyber security risks that exist and escalating any events or concerns that are encountered. Responsibility for carrying out all tasks in a secure manner i., keeping security in mindEncourage staff awareness of cyber security risks and best practice guidelines.Advise senior management early on situations that may require additional support or escalation. E., security incidents/system issues
The ideal candidate for this Service Desk Manager position will have solid relevant senior IT experience, preferably in a legal or professional services organisation. You must have previous people management and excellent time management skills and be highly detail orientated. You will be a logical thinker and problem solver, with the ability to work in a demanding environment to tight deadlines. Excellent communication skills are required, along with a professional, enthusiastic, and flexible approach. If you fit the above description, then please contact Ryder Reid for immediate consideration.
Key responsibilities for the Service Desk Manager will include:
Oversee all Service Desk requests and incidents. Proactively manage the Service Desk call queue to ensure appropriate service levels are delivered.Manage service desk resource levels across the Group to meet 24/7 service requirements.Assist in the process of managing major incidents.To act as a single point of contact for phone calls, emails, and service desk requests from staff regarding issues, queries and requests for assistanceDelegate support cases within the Service Desk team, managing staff expectations as well as escalations, to completion.Provide an excellent level of customer service to callers, by providing them with appropriate support responses and friendly communication.Ensure that all requests are logged and managed in the Service Desk system and ensure that the team are dealing with all requests on time, with frequent communication.Escalate unresolved calls to the escalation teams and suppliers as appropriate.Facilitate or coordinate a smooth flow of information between the service desks' management.Provide data and reporting of KPIs and trends to the Operations Manager and the Technology Director to meet ad-hoc, monthly schedules as needed.Take ownership of user problems and follow up on the status of problems on behalf of the user and communicate progress promptly.Always demonstrate an excellent standard of customer service, and act as an ambassador for the Technology department in all dealings with customers.Adhere to and manage the development of all processes such as incident management, change management etc.Provide some induction training on in-house applications to users in the remote offices.Train, coach and mentor Service Desk Analysts including their personal development.Assist and provide cover for communicating system downtime/emergency activities.Manage the user administration processes - starters/leavers/transfers/promotions.Develop an effective and workable framework for managing and improving customer support in the Service Desk function.Proactively manage the mobile device administration and supportTo be the assigned point of contact on some third-party supplier relationships and liaise with third-party suppliers for additional technical support.Hold joint responsibility for the management and continual improvement of the 24/7 helpdesk service.Provide phone system support and administration.Process procurement and logistic functions, including quotes, purchase orders, shipment of items and filing of relevant documentation.Being aware of cyber security risks that exist and escalating any events or concerns that are encountered. Responsibility for carrying out all tasks in a secure manner i., keeping security in mindEncourage staff awareness of cyber security risks and best practice guidelines.Advise senior management early on situations that may require additional support or escalation. E., security incidents/system issues
The ideal candidate for this Service Desk Manager position will have solid relevant senior IT experience, preferably in a legal or professional services organisation. You must have previous people management and excellent time management skills and be highly detail orientated. You will be a logical thinker and problem solver, with the ability to work in a demanding environment to tight deadlines. Excellent communication skills are required, along with a professional, enthusiastic, and flexible approach. If you fit the above description, then please contact Ryder Reid for immediate consideration.