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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 Regional Support Managers to encourage strong communication between office-based support, central IT Support, and escalation teams.
  • Collaborate with the Technology training team to ensure 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 a UK and global perspective.
  • Directly supervise and line manage UK IT Support Analysts.
Requirements

The successful candidate will have a minimum of four years' experience in a related role. You will 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.

About Us

Squire Patton Boggs is one of the world's strongest integrated law firms, committed to providing insight at the point where law, business, and government meet. We deliver commercially focused business solutions to a diverse mix of clients, from long-established leading corporations to emerging businesses, start-up visionaries, and sovereign nations.

We have over 1,500 lawyers spanning more than 40 offices across four continents, with a presence in North America, Europe, the Middle East, Asia Pacific, and Latin America. In the UK, we have offices in Birmingham, Manchester, Leeds, and London.

We are committed to promoting an inclusive and supportive working environment, with a range of flexible working options to support individuals' life journeys and help our people pursue their personal and professional goals.