IT Global Service Desk Team Leader

1 week ago

Belfast, United Kingdom Allen & Overy Full time

**IT Global Service Desk Team Leader**

We have an exciting new opportunity for a Team Leader to join the global IT Service Desk, based in the A&O Shearman Belfast office

**Global Service Desk**

The Global IT Service Desk (IT GSD) provides A&O Shearman with an initial point of contact to receive IT technical support for a multitude of software and hardware systems. If it’s IT related it usually starts with you and your team. Taking a “follow the sun” approach to operations, we have 3 global service desks which provide a 24/7& 365 support base to our customers.

The IT GSD provides a “white glove” service to our customer base. We are here to support and resolve our customers IT issues and make the processes as seamless as possible. Our team is comprised of IT GSD Analysts, IT GSD Senior Analysts, IT Deskside Analysts, IT GSD Team Leaders, IT GSD Manager, and IT Service Senior Managers.

**A&O Shearman**

A&O Shearman is a new global industry-leading law firm, with 48 offices in 29 countries worldwide. Our fluency in English law, US law, and the laws of the world’s most dynamic markets, enables us to provide unmatched insight and seamless delivery to clients. We work on challenging and important deals and disputes that have the potential to shape the future.

We offer exceptional opportunities for our people; opportunities to work for the world’s leading businesses; to transform the status quo, and to deliver your best work, helping you and your career to thrive, while delivering unparalleled outcomes for our clients.

Whether you're helping clients solve complex challenges, transforming the ways we manage our business, or ensuring the smooth-running of our operations, this is an environment where you can belong and excel. We provide first-rate training and development, we are committed to diversity, equity and inclusion and we provide support and ways of working that help you optimise your wellbeing.

What truly defines a career with us? We recruit the best and ask for the best of you. And together, we will redefine success.

**What you will do**
- Leadership_

As the IT GSD Team Leader, you will collaborate to ensure consistent processes and communication. Your role involves providing technical, process, and HR leadership to promote accountability and customer focus. You will oversee recruitment, onboarding, training, and support for team members, ensuring readiness for new products. You will also identify and address team development needs, manage customer complaints, and navigate conflicting priorities.
- Line Management & Key Responsibilities_
- Managing team well-being, including handling sickness, leave, and absence in line with HR policies.
- Overseeing operational processes for weekend teams, ensuring coverage and adherence to on-call protocols.
- Enforcing HR policies related to hybrid work models.
- Planning and conducting training sessions for service desk analysts.
- Monitoring team performance through feedback, scorecards, and meetings.
- Ensuring service delivery meets SLAs and addressing process failures.
- Managing ticket queues and system maintenance tasks.
- Acting as deputy for the IT GSD Manager, providing leadership and escalation support.
- Providing managerial coverage during holidays and managing resources effectively.
- Collaborating with other Team Leaders to schedule tasks and address customer complaints.
- Ensuring timely ticket resolution and incident management.
- Contributing to problem management and knowledge base maintenance.
- Liaising with senior management and customers during escalations.
- Creating and managing support documentation.
- Assuming Major Incident managerial responsibilities when necessary.
- Occasionally reverting to GSD Analyst duties during high call volumes.
- Performing other duties as assigned by the IT GSD Manager based on business needs.

**The hours of work for this role are 8.00am - 4.30pm, Monday to Friday**

**What you will have**
- You will be customer first orientated. Someone with enthusiasm and passion for excellent customer service.
- You will have excellent communication skills with the ability to explain technology clearly to non-technical colleagues and customers.
- You will be highly organised but able to adapt to change and can work on your own initiative, prioritise, and manage workload effectively, often under pressure.
- You will have proven leadership experience in a strong technical oriented role within a customer support environment.
- You will have a proactive outlook and ability to develop and maintain strong relationships with your colleagues and customer base.
- You will have an inquisitive nature regarding all matters IT related and a desire to ensure that things get done efficiently and line with security procedures.
- You will have a good knowledge of IT Service Desk operations, to include knowledge of IT best practice, industry trends and customer service.
- You will work with IT GSD Manager and IT GSD Tea

  • IT Global Service Desk Team Leader

    2 weeks ago

    Belfast, United Kingdom Allen & Overy Full time

    IT Global Service Desk Team LeaderWe have an exciting new opportunity for a Team Leader to join the global IT Service Desk, based in the A&O Shearman Belfast officeGlobal Service DeskThe Global IT Service Desk (IT GSD) provides A&O Shearman with an initial point of contact to receive IT technical support for a multitude of software and hardware systems. If...

  • Senior Service Desk Team Leader

    2 weeks ago

    Belfast, United Kingdom VanRath Full time

    VANRATH are pleased to be working with a global organisation on their search for a Senior Service Desk Team Leader. The successful candidate will play a vital part within the service management team and will be responsible for service desk operations. This is an opportunity to join an innovative team and play an integral part within the service desk...

  • Service Desk Team Leader

    2 months ago

    Belfast, United Kingdom Modis UK Full time

    **Service Desk Team Leader** Akkodis are currently working with a market leading service provider to recruit a Service Desk Leader to join their exciting Service Desk operation where you will play a pivotal role in leading Service Desk teams that provide support to multiple clients both internal and external. **This role offers hybrid working and the...

  • Service Desk Team Leader

    3 weeks ago

    Belfast, United Kingdom Avanti Full time

    Are you a skilled and motivated Technical Service Desk Leader looking to take the next step in your career? Join a leading UK company where you'll have a prestigious and visible management role, work on critical services, and propel your career to new heights. As a Service Desk Team Leader, you'll lead, manage, and mentor a team of service desk analysts,...

  • IT Service Desk

    1 month ago

    Belfast, United Kingdom Queen's University Belfast Full time

    Digital and Information Services at Queen’s University Belfast, is currently seeking to recruit a talented IT Service Desk Team Leader. As the IT Service Desk Team Leader, you will be responsible for overseeing the daily operations of the IT Service Desk team, ensuring the delivery of high-quality technical support services to customers.  The...

  • Service Desk Team Leader

    2 weeks ago

    Belfast, United Kingdom Modis UK Full time

    Service Desk Team LeaderAkkodis are currently working with a market leading service provider to recruit a Service Desk Leader to join their exciting Service Desk operation where you will play a pivotal role in leading Service Desk teams that provide support to multiple clients both internal and external.This role offers hybrid working and the opportunity...

  • IT Service Desk

    2 weeks ago

    Belfast, United Kingdom Queen's University Belfast Full time

    **Job details**: **Job reference** 24/111935 **Date posted** 27/05/2024 **Application closing date** 10/06/2024 **Salary** £32,024 - £40,134 per annum **Job category/type** Technical **Attachments** - Blank**IT Service Desk - Team Leader**: **Job description** - Digital and Information Services at Queen’s University Belfast, is currently...

  • Service Desk Team Leader

    3 weeks ago

    Belfast, United Kingdom Reed Full time

    Service desk engineer– Belfast – c£30,000 per annum Are you an experienced IT service desk support engineer seeking a new challenge? REED Technology Belfast are currently working with one of Northern Irelands largest Software Houses based in Belfast.  Due to continued growth and expansion they are seeking to add an additional Service desk support...

  • Service Desk Manager

    2 weeks ago

    Belfast, United Kingdom Ocorian group Full time

    Fund services | Corporate | Capital markets | Private client | Regulatory & Compliance We help clients succeed by unlocking new value through expertise, trust and scale. We deliver solutions that solve complex challenges faced by asset managers, financial institutions, corporates, high net-worth individuals and family offices. With a curious mindset, we...

  • Service Desk Analyst

    2 weeks ago

    Belfast, United Kingdom eFinancialCareers Full time

    Service Desk Analyst, Helpdesk, Banking Belfast-Hybrid £150- £180pd - via Umbrella Company/ PAYE 6 months Service Desk Analyst, Helpdesk Analyst, ITIL, 1st Line Support, 2nd Line Support, MS Office Professional, Reuters, Bloomberg, MMI, Market view, FinancialServices, Banking. A global Tier 1 Bank are seeking a Service Desk Analyst/ Helpdesk Analyst to...

  • Team Leader

    4 weeks ago

    Belfast, United Kingdom Global 1st Line Full time

    Exciting Opportunity for Recent Graduates: Join Our Team as a Motivated Team Leader! Are you a recent graduate brimming with ambition, positivity, and a strong desire to lead and inspire others? We are thrilled to offer an exceptional opportunity for dynamic young individuals to become Team Leaders and play a pivotal role in shaping the future of our...

  • Service Desk Manager

    2 weeks ago

    Belfast, United Kingdom Telefonica Tech Full time

    Job DescriptionThe Service Desk Manager is responsible for a team of 1st Line support desk agents, ensuring first point of contact for customers meets the standards expected and aligns with the services sold. The Service Desk Manager shall ensure that all desk agents are trained to the required levels and regularly report on performance, ensuring an...

  • Service Desk Manager

    3 weeks ago

    Belfast, United Kingdom Telefonica Tech Full time

    Job DescriptionThe Service Desk Manager is responsible for a team of 1st Line support desk agents, ensuring first point of contact for customers meets the standards expected and aligns with the services sold. The Service Desk Manager shall ensure that all desk agents are trained to the required levels and regularly report on performance, ensuring an...

  • Team Leader

    2 weeks ago

    Belfast, United Kingdom Global 1st Line Full time

    Exciting Opportunity for Recent Graduates: Join Our Team as a Motivated Team LeaderAre you a recent graduate brimming with ambition, positivity, and a strong desire to lead and inspire others? We are thrilled to offer an exceptional opportunity for dynamic young individuals to become Team Leaders and play a pivotal role in shaping the future of our company...

  • Trainee Team Leader

    1 month ago

    Belfast, United Kingdom Global Hub Full time

    Are you ready to launch an exciting career this summer? Global Hub is thrilled to offer a **Trainee Team Leader** opening based in Belfast, perfect for individuals eager to immerse themselves in the dynamic world of leadership. **Why Join Global Hub?** - **Jumpstart Your Career**: No prior experience? No problem! We seek passionate learners ready to...

  • Team Leader

    2 weeks ago

    Belfast, United Kingdom 1st Line Marketing Global Full time

    **About us** 1st Line Marketing Global is a small business in Belfast. We are professional and agile. Our work environment includes: - Growth opportunities - Wellness programmes **Responsibilities**: - Lead a team of employees to achieve goals and objectives. - Set performance standards and expectations for team members. - Monitor and evaluate team...

  • IT Service Desk

    2 weeks ago

    Belfast, United Kingdom Reed Specialist Recruitment Full time £15

    Service Desk Analyst – Newtownabbey – Temporary - £15.00 Per Hour – 15th July start REED Technology are delighted to partner with one of the largest IT organisations in the UK, delivering cutting-edge technological and software-related solutions for their clients. Due to an increase in projects we require 20 x service desk analysts to join the...

  • Desk Sales Team Leader

    1 week ago

    Belfast, United Kingdom fibrus Full time

    **LOCATION: Belfast (Lanyon)** **TERMS: Permanent, hybrid working** **REQUIREMENTS: Right to work in the UK required (no sponsorship available)** We’re looking for an inspiring Team Leader to manage a dedicated team of Desk Based Sales Advisors while managing their personal sales target. You will be confident to communicate company goals, safety...

  • Desk Sales Team Leader

    2 weeks ago

    Belfast, United Kingdom fibrus Full time

    LOCATION:Belfast (Lanyon)TERMS:Permanent, hybrid workingREQUIREMENTS:Right to work in the UK required (no sponsorship available)We're looking for an inspiring Team Leader to manage a dedicated team of Desk Based Sales Advisors while managing their personal sales target. You will be confident to communicate company goals, safety practices, and deadlines to...

  • Service Desk Agent

    3 weeks ago

    Belfast, United Kingdom Fujitsu Full time

    **Service Desk Agent** **Location: UK - Belfast** Are you looking to start your IT career? Do you enjoy Customer Service? Can you diagnose and problem solve issues? Do you want to shape your world and change the way the world works? Do you want to collaborate and achieve together with committed people to provide 1st line support for one of our long-term...