IT Service Desk Manager

Osborne Clarke is seeking an IT Service Desk Manager to join our innovative and customer-focused IT department in our Bristol office. The IT Service Desk Manager will be a pivotal member of the IT Service Delivery team, championing collaboration, team working, and forward-thinking innovation.

This is a unique opportunity to join Osborne Clarke at a time of significant investment and focus on technology across the firm.

This is a permanent position offering hybrid working.

Overview:

As the IT Service Desk Manager, you will spearhead the transformation of a 24/7/365 service desk, taking it from an underperforming state to setting new benchmarks for operational excellence and customer satisfaction. In this pivotal role, you will utilize hands-on leadership to establish a high-performance culture, optimizing processes and adopting best practices to deliver measurable results. Working with ServiceNow and employing ITIL principles, you will drive innovation and efficiency, aligning with the organization's vision for growth and change.

Key Responsibilities:

Transformational Leadership:

• Lead by example, driving cultural change and embedding a performance-oriented mindset.
• Assess and redesign current service desk operations to implement robust ITIL practices.
• Define and achieve KPI's for service quality, resolution times, and customer satisfaction.
  Operational Excellence:
• Oversee the day-to-day operations of a 24x7x365 Service Desk, ensuring seamless and reliable support.
• Utilize ServiceNow to its full potential, driving automation, self-service capabilities, and enhanced reporting.
• Manage escalations effectively, ensuring timely resolution of critical issues and minimizing business impact.
  ITIL Adoption & Process Optimization:
• Champion ITIL best practices within an environment that needs optimisation, focusing on Incident, Problem, Change, and Service Level Management.
• Define and document efficient processes aligned with the Service Value System to support business objectives.
• Foster continuous improvement initiatives, utilizing data-driven decision-making and feedback loops.
  Team Development & Collaboration:
• Optimise, recruit, train, and mentor a high-performing service desk team, including out-of-hours support staff.
• Develop a learning culture that emphasizes professional growth and knowledge sharing.
• Promote collaboration across teams to ensure alignment with broader IT and business strategies.
  Customer Focus:
• Foster a customer-centric approach, ensuring that all interactions enhance user satisfaction and loyalty.
• Engage with stakeholders to capture evolving needs and translate them into actionable service desk strategies.
• Maintain open channels of communication with business leaders to align IT services with organizational goals.
  Technology & Vendor Management:
• Leverage ServiceNow capabilities to streamline workflows, reporting, and analytics.
• Manage vendor relationships to ensure consistent and reliable out-of-hours support.
• Explore and implement new technologies to enhance service delivery and efficiency.

Key Attributes and Skills:

• Leadership Excellence: Proven ability to lead, inspire, and transform underperforming teams into high-performing units.
• ITIL Expertise: Strong knowledge of ITIL principles and practical experience in adopting ITIL practices. ITIL certification is highly desirable.
• ServiceNow Proficiency: Hands-on expertise in configuring and managing ServiceNow to deliver process improvements and exceptional service experiences.
• Customer Focus: Demonstrated commitment to delivering superior customer service, with strong problem-solving and conflict-resolution skills.
• Operational Agility: Experience managing a 24x7 service desk, ensuring resilience and adaptability under high-pressure scenarios.
• Analytical Thinking: Data-driven approach to decision-making, with the ability to analyse trends and implement effective solutions.
• Strong Communication: Excellent interpersonal, verbal, and written communication skills for interacting with diverse stakeholders.

Experience:

• Experience in a similar hands-on Service Desk leadership role, ideally within a legal or professional services environment.
• Familiarity with agile and lean IT methodologies to complement ITIL practices.
• Track record of driving measurable improvements in IT service delivery.

Salary and benefits

We offer competitive salaries and generous benefits. We value the health and wellbeing of our people and our wide range of initiatives and benefits support this.

Our recruitment process

We welcome direct applications for our opportunities - if you would like any further information about this role or the firm, we would be delighted to hear from you. Please contact, in complete confidence, Dan Jones (recruitment Manager) at dan.jones@osborneclarke.com.

Please note that although we include closing dates for our roles as a guide, we review and progress applications on a rolling basis. At Osborne Clarke we do not make any recruitment decisions using automated decision-making.

We are committed to providing an environment where you can perform to the best of your abilities at every stage of your recruitment experience and beyond. If you require any adjustments to be made during the application stage, interview process, or when working with us, please let us know in confidence.

About Us

Osborne Clarke is an international legal practice with over 330 Partners and more than 1,260 talented lawyers in 26 locations*. Our sector-based approach enables us to help our clients tackle the issues they are facing today, and prepare for the ones that they will face tomorrow. Advising them both comprehensively and commercially. We love working closely with our clients on new deals, products and solutions which will transform their businesses, markets and even sectors. And our unique approachable culture is not an added extra, it's fundamental to our success.

At Osborne Clarke we value difference and encourage applicants from all backgrounds. We want everyone to feel that OC is a place where you can be yourself and belong, and our range of interest groups and diversity networks - not to mention our great teams - are a part of making that a reality.

*Services in India are provided by a relationship firm]]>