IT Global Service Desk Team Leader

2 weeks 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 Team Leaders to develop and maintain effective processes that align with our operational goals of fulfilling customer needs.

You will take a practical and flexible approach to changes to IT process, working operations and help drive change management positively to our teams.

You will bring a willingness to learn and develop your skillset, to take on new challenges and be available for out of hours working and business travel on occasion.


Your experience

You will have proven experience of working as an IT Support Analyst providing 1st and 2nd line experience (3+ years)

You’ll have experience working with ticket management and Automatic Call Distribution (ACD) technologies.

You’ll have proven experience working with Windows Azure, O365, InTune and other Cloud based technologies.

You’ll have a sound working knowledge of Microsoft desktop products with experience of PC’s, peripherals, etc.

You’ll be familiar with Major Incident and Problem Management processes.


Qualifications

IT Related Degree with 3+ years relevant experience.

OR

ITIL Foundation Certificate Minimum qualification. Ideally, ITIL Practitioner Certificate in Service Desk/Incident Mgt and significant proven IT Service Desk experience gained at both 1st line and 2nd line levels to a minimum of 3 years.

What we can offer you

We recognise that our people are our most valuable asset, which is reflected in the wide range of benefits that are available to our employees. Some of these benefits include: our occupational pension scheme, group income protection cover, private medical insurance, mental health resources and free apps, health and wellbeing services encompassing GP service, emergency back-up care support, parental and special leave, holiday entitlement increasing with length of service, holiday trading, online discounts and lifestyle management services.

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