IT Service Desk Manager
3 weeks ago
Are you an experienced IT professional looking to join a global firm with a collaborative, inclusive culture? Are you keen to further your career with an exciting new role? We're looking for an enthusiastic, committed individual to join our Technology Services team in Leeds and lead our UK Service Desk function.
Our Firm
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.
With over 1,500 lawyers spanning more than 40 offices across four continents, the firm is renowned for its local connections and global influence, delivering comprehensive legal services across North America, Europe, the Middle East, Asia Pacific, and Latin America. In the UK, we have offices in Birmingham, Manchester, Leeds and London.
The firm is committed to promoting an inclusive and supportive working environment. Embedded by local champions in each of our UK offices, our well-regarded family and carer, wellbeing and DEI programmes provide a variety of flexible working options to support individuals' life journeys, helping our people pursue their personal and professional goals.
Our Team
The Technology function provides the firm with day-to-day and strategic IT services globally. These services include development, implementation and support for a range of applications covering desktop services, back-office applications and practice management. The Technology team also manages the firm's information technology infrastructure across all of Squire Patton Boggs' global offices.
Our Technology Services team work to resolve support queries from both internal and external clients. IT Support are responsible for servicing queries raised through the global IT Support telephone numbers and mailboxes with close to 24/7 coverage. The team is based across the US and the UK.
The team delivers first and second line support to the end user community, exercising a broad range of technical and problem-solving skills, investigating, researching, troubleshooting, escalating and/or resolving issues in an efficient manner. This is a complex multi-jurisdictional environment with an emphasis on security, compliance and policy.
Our Opportunity
Based in our Leeds office and reporting to the Director of Technology Services, the Service Desk Manager supervises and coordinates day-to-day activities and operations within the UK team of IT Support Analysts. You will work closely with the Service Desk Manager (US) and the rest of the Technology department to ensure a seamless, global Technology support service for the firm.
Some of the main responsibilities in the role include:
Working with the US Service Desk Manager to ensure a consistent approach to the handling of incidents and service requests received by IT Support, coaching the team to effectively answer and resolve incoming calls. Jointly owning the Incident Management process together with the US Service Desk Manager. Establishing and maintaining a service management system for task management, call tracking, and gathering management information about incident management. Promoting knowledge sharing within the IT Support and office-based teams, and ensuring best practice and standard procedures are documented centrally. Working with the Regional Support Managers to encourage strong communication between office-based support, central IT Support and escalation teams. Working with the Technology training team to ensure that common training issues are identified, and best practice and procedures are embedded in training materials. Creating 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.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 hard
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