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IT Service Desk Manager

1 month ago

Leeds, Leeds, United Kingdom Squire Patton Boggs Full time

Are you an experienced IT professional looking to take your career to the next level with a global firm? We're seeking a skilled IT Service Desk Manager to lead our UK Service Desk function in Leeds.

Our Firm

Squire Patton Boggs is a leading integrated law firm committed to delivering comprehensive legal services across the globe. With over 1,500 lawyers spanning four continents, we offer a collaborative and inclusive work environment.

Our Team

The Technology function provides day-to-day and strategic IT services globally, including development, implementation, and support for various applications. Our Technology Services team works to resolve support queries from internal and external clients, exercising technical and problem-solving skills.

Our Opportunity

As the IT Service Desk Manager, you will supervise and coordinate day-to-day activities and operations within the UK team of IT Support Analysts. You will work closely with the US Service Desk Manager and the Technology department to ensure a seamless global Technology support service.

Key responsibilities include:

  • Working with the US Service Desk Manager to ensure a consistent approach to incident handling and service requests.
  • Jointly owning the Incident Management process.
  • Establishing and maintaining a service management system for task management, call tracking, and gathering management information.
  • Promoting knowledge sharing within the IT Support and office-based teams.
  • Working with Regional Support Managers to encourage strong communication between office-based support, central IT Support, and escalation teams.
  • Creating long-term strategies for growth and maintenance of the IT Support team.
  • Direct supervision and line management of UK IT Support Analysts.

You

The successful candidate will have a minimum of four years' experience in a related role, with strong communication and problem-solving skills. You will be comfortable building relationships with senior stakeholders and have knowledge of client-server networks and network topologies.

What you need to know

We are an inclusive employer and welcome applications from diverse candidates. Please visit our Careers website for more information and to apply.