Service Desk Team Leader

5 months ago

Newcastle upon Tyne, United Kingdom Norton Rose Fulbright Full time

Practice Group / Department:
IT Regional - Service Desk Management - Newcastle

**Job Description**:
We're Norton Rose Fulbright - a global law firm with over 50 offices and 7,000 employees worldwide. We provide the world’s preeminent corporations and financial institutions with a full business law service. At Norton Rose Fulbright, our strategy and our culture are closely entwined. We know that our expansion will mean little unless it is underpinned by truly global collaboration and we understand that pioneering work only takes place when our people have room to move and think beyond boundaries. As well as the relevant skills and experience, we're looking for people who are innovative, commercial and value the work that they do.

The Team

The Service Desk is part of the EMEA Service Delivery Team and provides a single point of contact for both our London and International Offices.

The key focus of the team is to deliver a world class IT service to the business.

The Role

Reporting to the Service Desk Manager, this role requires a proactive, well-organised, self-motivated individual. The role holder must have excellent written and verbal communication skills, as there will be interaction with the business and internal IT stakeholders at all levels. Technical expertise is also required as the expectation will be that you are part of the team actively assisting in resolving issues as well as your leadership responsibilities.

The role will involve but is not limited to the following:
Team Management:

- Ensuring that your team rota is managed, and the appropriate number of staff are onsite at the prescribed times.
- Taking joint responsibility with the Service Desk Team Leader (Desktop Support and User Admin) in the absence of the Service Desk Manager
- Assist in the implementation of and adherence to ITIL processes and best practices within the Service Desk
- Assisting in measuring and reporting on KPIs and SLAs for your team

Leading the First Line Team:

- Ensuring that trend analysis and potential problem areas are correctly being identified and reported by your team
- Ensuring regular one to ones are held with these teams to discuss monthly performance, address any training needs and review status of yearly Objectives and providing the Service Desk Manager with a monthly overview of these sessions
- Ensuring that there is sufficient cover on the desk in 1st Line on a daily basis
- Monitoring the ServiceNow call queues to ensure that all tickets are handed within SLA and to the appropriate standards.

Escalation Point:

- Initial escalation point for customer escalations
- Part of the internal Service Desk escalation team, acting as a technical point of contact for the Service Desk Analysts, Senior Service Desk Analysts and Apprentices

Process Management:

- Identifying service improvement initiatives for the Service Desk and ensuring these are documented, reported up and adhered to by the Service Desk
- Assist the Service Desk Manager with the creation of, maintenance of and distribution of all Service Desk Processes

Quality Management:

- Identifying any ticket quality issues within the team by way of a monthly review, creating reports on each team member’s performance, and ensuring that any issues are acted upon quickly and efficiently
- Ensure that the monthly reporting regarding Quality Management is available to the Service Desk Manager and EMEA Service Delivery Manager on a monthly basis

Major Incident Management:

- Together with the Service Desk Manager (Desktop Support), take ownership of the Major Incident process during office hours, ensuring that all aspects of the process are followed
- Ensure that the Service Desk are aware of any Major Incidents underway, and potential workarounds for these

Skills and Experience Required
- Proven experience in team supervision, work load prioritization and resource management
- Quantifiable experience in the following ITIL service management disciplines: Incident, Major Incident and Request Fulfilment
- Some experience of the ITIL Problem and Change disciplines.
- Ability to manage personal and team workloads (including management of team rotas)
- Proven ability to be able to measure and monitor the team’s operational performance through agreed KPIs. Providing management reports for the Service Desk Manager/Customer Services Manager on both team and individual analyst performance
- Significant experience working with high profile, VIP customers, in a demanding and time critical environment
- Microsoft Windows 10 and Windows 11
- Microsoft Office 365 or above
- Signify/RSA tokens and software tokens
- iPhone devices - configuring and troubleshooting
- Printing solutions (desktop and MFD)
- Active Directory
- DealrooM/File transfer solutions
- NexThink experience preferred
- Worksite DMS (or other Document Management Systems)
- Document Management tools
- Expert, CMS, Interaction
- Encryption software

Shift information
- The EMEA Service Desk p

  • Service Desk Team Leader

    5 months ago

    Newcastle upon Tyne, United Kingdom Norton Rose Fulbright Full time

    Practice Group / Department: IT Regional - Service Desk Management - Newcastle **Job Description**: We're Norton Rose Fulbright - a global law firm with over 50 offices and 7,000 employees worldwide. We provide the world’s preeminent corporations and financial institutions with a full business law service. As well as the relevant skills and experience,...

  • Service Desk Team Leader

    5 months ago

    Newcastle upon Tyne, United Kingdom Cybit Full time

    **Job Title**:Service Desk Team Leader **Location**: Cobalt Business Park, North Tyneside (office based with flexibility to work from home) **Salary**: £26,000 to £30,000 depending on skills & experience *** **Cybit**: Our success is people powered, and we're on a mission to work with the best. Rapid growth, huge opportunities and exciting challenges...

  • Service Desk Analyst

    3 weeks ago

    Newcastle upon Tyne, United Kingdom NCG Full time

    NCG Information, Data and Estates Services are seeking to appoint a Service Desk Analyst to join our Business Services team.As part of the NCG Service Desk and reporting to the Service Desk Team Leader, you will provide excellent customer service for our staff via email and virtual support. You will be responsible for case handling for NCG services,...

  • Head of Service Desk

    5 months ago

    Newcastle upon Tyne, United Kingdom Nomad Digital Full time

    **Overview** We are currently recruiting a Head of Service Desk for our fast-paced, innovative Operations and Maintenance division. As the Head of Service Desk you will be responsible for managing the Central Service Desk team including any third-party support organisations who act as an outsourced function. You will lead the Regional Team Leaders and...

  • Service Desk Manager

    2 weeks ago

    Newcastle upon Tyne, Newcastle upon Tyne, United Kingdom Forfusion Ltd Full time

    Service Desk Manager Job DescriptionWe are seeking a highly skilled and experienced Service Desk Manager to join our team at Forfusion Ltd. As a Service Desk Manager, you will be responsible for supervising and motivating the Service Desk team members on a daily basis, managing the support to customers (internal and external) and ensuring that service levels...

  • Service Desk Manager

    2 weeks ago

    Newcastle upon Tyne, Newcastle upon Tyne, United Kingdom Forfusion Ltd Full time

    Job DescriptionWe are seeking a highly skilled and experienced Service Desk Manager to join our team at Forfusion Ltd. As a Service Desk Manager, you will be responsible for supervising and motivating the Service Desk team members on a daily basis, managing the support to customers (internal and external) and ensuring that service levels are achieved.Key...

  • Service Desk Manager

    3 weeks ago

    Newcastle upon Tyne, Newcastle upon Tyne, United Kingdom Forfusion Ltd Full time

    Job DescriptionAt Forfusion Ltd, we're seeking a highly skilled Service Desk Manager to join our Managed Services team. As a key member of our team, you'll be responsible for supervising and motivating the Service Desk team members, managing support to customers, and ensuring service levels are achieved.Key Responsibilities:Supervise and motivate the Service...

  • IT Operations Team Leader

    2 weeks ago

    Newcastle upon Tyne, Newcastle upon Tyne, United Kingdom Castles and Coasts Housing Association Limited Full time

    Castles & Coasts Housing Association is seeking a skilled IT Operations Team Leader to lead our Technical Operations Team. As a key member of our team, you will be responsible for ensuring excellent service desk delivery, supporting colleagues in the use of our business systems and applications. You will have experience in service desk management, supporting...

  • Service Desk Manager

    4 weeks ago

    Newcastle Upon Tyne, United Kingdom Forfusion Ltd Full time

    Service Desk Manager Job DescriptionAt Forfusion Ltd, we're seeking a highly skilled and experienced Service Desk Manager to join our Managed Services team. As a key member of our team, you'll be responsible for leading and motivating our Service Desk team members, ensuring exceptional customer service, and driving business growth.Key...

  • Service Desk Manager

    4 weeks ago

    Newcastle Upon Tyne, United Kingdom Forfusion Ltd Full time

    Service Desk Manager Job DescriptionAt Forfusion Ltd, we're seeking a highly skilled and experienced Service Desk Manager to join our Managed Services team. As a key member of our team, you'll be responsible for leading and motivating our Service Desk team members, ensuring exceptional customer service, and driving business growth.Key...

  • Service Desk Manager

    4 weeks ago

    Newcastle upon Tyne, Newcastle upon Tyne, United Kingdom Forfusion Ltd Full time

    Service Desk Manager Job DescriptionAt Forfusion Ltd, we're seeking a highly skilled and experienced Service Desk Manager to join our Managed Services team. As a key member of our team, you'll be responsible for supervising and motivating the Service Desk team members, managing customer support, and ensuring service levels are achieved.Key...

  • Service Desk Manager

    4 weeks ago

    Newcastle upon Tyne, Newcastle upon Tyne, United Kingdom Forfusion Ltd Full time

    Service Desk Manager Job DescriptionAt Forfusion Ltd, we're seeking a highly skilled and experienced Service Desk Manager to join our Managed Services team. As a key member of our team, you'll be responsible for supervising and motivating the Service Desk team members, managing customer support, and ensuring service levels are achieved.Key...

  • Service Desk Manager

    3 weeks ago

    Newcastle upon Tyne, Newcastle upon Tyne, United Kingdom Forfusion Ltd Full time

    About the RoleWe are seeking a highly skilled and experienced Service Desk Manager to join our team at Forfusion Ltd. As a Service Desk Manager, you will be responsible for leading a team of technical support specialists and ensuring that our customers receive exceptional service.Your primary focus will be on managing the day-to-day operations of the Service...

  • Service Desk Manager

    5 days ago

    Newcastle upon Tyne, United Kingdom Forfusion Ltd Full time

    At Forfusion we take pride in delivering world class project delivery and IT Managed Services as Cisco Experts, to our client base. We’re looking for a positive, enthusiastic and resourceful individual to join our Managed Services team as the Service Desk Manager. There’s never been a more exciting time for us, and we’re looking for like-minded,...

  • Service Desk Manager

    6 days ago

    Newcastle upon Tyne, United Kingdom Forfusion Ltd Full time

    Job Description At Forfusion we take pride in delivering world class project delivery and IT Managed Services as Cisco Experts, to our client base. We’re looking for a positive, enthusiastic and resourceful individual to join our Managed Services team as the Service Desk Manager. There’s never been a more exciting time for us, and we’re looking for...

  • Service Desk Manager

    2 weeks ago

    Newcastle Upon Tyne, United Kingdom Forfusion Ltd Full time

    At Forfusion we take pride in delivering world class project delivery and IT Managed Services as Cisco Experts, to our client base.We’re looking for a positive, enthusiastic and resourceful individual to join our Managed Services team as the Service Desk Manager.There’s never been a more exciting time for us, and we’re looking for like-minded,...

  • Service Desk Manager

    3 weeks ago

    Newcastle Upon Tyne, United Kingdom Forfusion Ltd Full time

    At Forfusion we take pride in delivering world class project delivery and IT Managed Services as Cisco Experts, to our client base.We’re looking for a positive, enthusiastic and resourceful individual to join our Managed Services team as the Service Desk Manager.There’s never been a more exciting time for us, and we’re looking for like-minded,...

  • Service Desk Manager

    4 weeks ago

    Newcastle Upon Tyne, United Kingdom Forfusion Ltd Full time

    At Forfusion we take pride in delivering world class project delivery and IT Managed Services as Cisco Experts, to our client base.We’re looking for a positive, enthusiastic and resourceful individual to join our Managed Services team as the Service Desk Manager.There’s never been a more exciting time for us, and we’re looking for like-minded,...

  • Service Desk Manager

    3 weeks ago

    Newcastle upon Tyne, United Kingdom Forfusion Ltd Full time

    At Forfusion we take pride in delivering world class project delivery and IT Managed Services as Cisco Experts, to our client base.We’re looking for a positive, enthusiastic and resourceful individual to join our Managed Services team as the Service Desk Manager.There’s never been a more exciting time for us, and we’re looking for like-minded,...

  • Service Desk Manager

    5 days ago

    Newcastle upon Tyne, United Kingdom Forfusion Ltd Full time

    At Forfusion we take pride in delivering world class project delivery and IT Managed Services as Cisco Experts, to our client base. We’re looking for a positive, enthusiastic and resourceful individual to join our Managed Services team as the Service Desk Manager. There’s never been a more exciting time for us, and we’re looking for like-minded,...