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IT Service Desk Manager

2 months ago

Leeds, Leeds, United Kingdom Squire Patton Boggs Full time
About the Role

Squire Patton Boggs is seeking an experienced IT professional to lead our UK Service Desk function in Leeds. As the Service Desk Manager, you will be responsible for supervising and coordinating day-to-day activities and operations within the UK team of IT Support Analysts.

Key Responsibilities
  • Work closely with the US Service Desk Manager to ensure a consistent approach to handling incidents and service requests.
  • Jointly own the Incident Management process with the US Service Desk Manager.
  • Establish and maintain a service management system for task management, call tracking, and gathering management information about incident management.
  • Promote knowledge sharing within the IT Support and office-based teams, and ensure best practice and standard procedures are documented centrally.
  • Work with the Regional Support Managers to encourage strong communication between office-based support, central IT Support, and escalation teams.
  • Work with the Technology training team to ensure that common training issues are identified, and best practice and procedures are embedded in training materials.
  • Create long-term strategies for growth and maintenance of the IT Support team from both a UK and global perspective.
  • Direct supervision and line management of UK IT Support Analysts.
About You

The successful candidate will have a minimum of four years' experience in a related role. You'll be a strong communicator, and a credible individual comfortable building relationships with senior stakeholders.

You will be an excellent problem-solver, able to multi-task confidently and react quickly to developing situations. You will be able to exercise sound judgement in dealing with any incidents.

You'll have knowledge of client-server networks (Windows servers specifically) and other network topologies, and possess the ability to diagnose, troubleshoot, and resolve hardware and software-related issues in a Windows server environment.

What We Offer

Squire Patton Boggs is an inclusive employer and aims to ensure our workforce is representative of our diverse society. We welcome applications regardless of sexual orientation, gender identity and expression, age, neurodiversity or disability status, family or parental status, race, religion or ethnicity. We will make reasonable adjustments and adaptations to our recruitment process to ensure it is inclusive for anyone who wishes to apply.