IT Service Desk Manager

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IT Service Desk Manager

Department: IT

Employment Type: Permanent - Full Time

Location: Derby, UK

Description

The IT Service Desk Manager is responsible for the day-to-day management and continuous improvement of the firm's IT Service desk, ensuring the delivery of a high-quality, customer-focused support service to all users across the firm. The role includes managing a small team of 1st and 2nd Line Support Engineers, overseeing incident and request management via ManageEngine's ServiceDesk Plus, maintaining service levels, and driving operational excellence through process improvement, training, and proactive problem management.

Reporting to the Chief Information Officer, the IT Service Desk Manager will work with heads of department, IT teams, and other stakeholders to ensure the successful delivery of IT support services throughout the business.

Working hours: Monday to Friday between the hours of 09:00 - 17:15.

Office Location: Derby head office with onsite support as required at other locations and out of hours working where required.

Key Responsibilities

Service Desk Management

• Lead, manage, and develop the IT Service Desk team, ensuring high levels of performance, professionalism, and user satisfaction.
• Oversee all incident, request, and problem management activities using ServiceDesk Plus, ensuring adherence to SLAs and escalation procedures.
• Monitor service desk queues, ensuring prompt and effective response to tickets and communication with end users.
• Analyse and report on service desk performance metrics, trends, and recurring issues to identify improvement opportunities.
• Ensure documentation, knowledge base articles, and standard operating procedures are up to date and accessible to the team.

Customer Service & Stakeholder Management

• Maintain strong working relationships with staff across all departments, including lawyers, partners, and business services teams.
• Act as the primary escalation point for complex or high-priority support issues.
• Promote a culture of excellent customer service within the IT support team.
• Regularly communicate service desk performance and initiatives to IT management and the wider business.

Process & Continuous Improvement

• Maintain and enhance ITIL-aligned service management processes, including incident, request, change, and problem management.
• Work closely with IT Infrastructure and Systems Development teams to ensure efficient escalation, knowledge sharing, and resolution of underlying technical issues.
• Use data-driven insights from ServiceDesk Plus to inform resourcing, training, and process improvements.
• Support ISO 27001 and other compliance initiatives by ensuring service desk processes adhere to security and data protection standards.

People Management

• Conduct regular one-to-one meetings, performance reviews, and training plans for service desk staff.
• Manage team rotas and workloads to ensure appropriate coverage during core business hours.
• Support career development and succession planning within the IT Service Desk function.

Disclosure will be required in the event that a position is offered.
Financial checks will be required in the event that a position is offered.

Skills, Knowledge and Expertise

Essential

• Proven experience managing an IT Service Desk or support function within a professional services or law firm environment.
• Strong working knowledge of ManageEngine's ServiceDesk Plus or similar ITSM tools.
• Solid understanding of ITIL processes and service management best practices.
• Excellent leadership, communication, and stakeholder management skills.
• Demonstrable ability to analyse data, produce performance reports, and implement service improvements.
• Strong customer service orientation with the ability to manage demanding users diplomatically and effectively.

Desirable

• ITIL Foundation certification (or higher).
• Experience working in a Microsoft-based infrastructure (Microsoft 365, Active Directory, Windows Server, etc.).
• Familiarity with Nutanix HCI or similar virtualisation platforms.
• Experience supporting remote and hybrid working environments.

Benefits

What we offer?

• Competitive salary
• Bonus potential
• Great working environment at our Derby head offices
• Car parking provided by the firm
• Career Development opportunities
• 25 days holiday plus bank holidays
• Options to buy & sell 1 week's holiday
• 1 week's holiday carry over
• Extra day off for your birthday
• Staff card discount scheme for local shops
• Social days and evenings on the firm
• Staff discounts on legal services