1st Line Service Desk Team Lead

1st Line Service Desk Team Leader – Prestigious Law Firm – Manchester/Hybrid to £38,400!

Prestigious opportunity with a leading International Law Firm for a 1st Line Service Desk Team Leader. Providing a first-class support service is essential to ensure our colleagues are able to work effectively. In this role you will own, mentor, develop and lead the 1st line team to deliver an effective ‘white glove’ IT support service, ensuring that support issues are resolved rather than the ticket merely being closed, and we go the extra mile to assist the contact.

Along with the Service Desk Manager you will be driving progression of tickets in the queue, liaising with the Development, IT Infrastructure and other teams or external providers.
As an experienced 1st Service Desk Team Leader you will:

• Manage, develop and coach the 1st line team to drive adherence to SLAs, response and data quality standards, along with embedding a strongly customer service driven ethos.
• Conduct regular one to ones and set and review objectives
• Conduct and score regular Ticket and Call quality checks to be reviewed in one to ones.
• With Service Desk Manager ensure shift schedule and out of hours roster provides coverage along with monitoring Shrinkage and Occupancy.
• Regularly checking IT Ticketing System Service Desk queues throughout the day to ensure tickets are triaged effectively by the team
• With other support staff ensure support tools including the Incident Tracking System are used effectively, suggesting enhancements or replacements.
• Act as escalation contact within the team, dealing with more complex issues/processes.
• Develop relationship with other Teams and individuals in the business to help progress resolution of issues.

If you possess a combination of some of the following skills, ten LETS TALK!

• Exceptional ability to develop, supervise and motivate a team.

• Familiarity with Service Desk tools include remote desktop access and call logging software.

• Ability to effectively prioritise and execute tasks in a high-pressure environment.
• Exceptionally customer service orientated approach.
• Possess excellent inter-personal skills, able to communicate effectively at all levels.
• To have excellent organisational and time management skills with experience of meeting targets and deadlines, and confidence liaising with different teams including IT Development, 3rd Line, IT Training and external vendors.
• Able to work independently in a team oriented and strongly collaborative environment.
• To be detail-orientated with significant emphasis on quality of work.
• Outstanding troubleshooting skills
• Familiar with any of the following, would be advantageous but not essential
  • Microsoft Office 365, Teams and other products.
  • Citrix environments.
  • Legal systems such as Practice Management, Case Management, Digital Dictation and other systems.
  • Active Directory domain administration.

In return you will be rewarded with ongoing career development and training, in additional to one of the most enviable benefits in the industry.

Please click to apply for this role, we welcome your application!

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