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Job Description: Service Desk Team Lead Location: Chelmsford (Full-time Onsite)
Salary: 45,000- 50,000 per annum (DOE)
Industry: Legal Sector About the Role We are seeking an experienced and motivated Service Desk Team Lead to oversee the day-to-day operations of our Service Desk at a prestigious law firm in Chelmsford. This is a hands-on leadership role requiring strong technical expertise, excellent communication skills, and the ability to inspire a team to deliver exceptional IT support. You will play a key role in maintaining the IT infrastructure that supports our legal professionals and ensuring the delivery of high-quality client services. Key Responsibilities - Leadership and Team Management:
- Lead, mentor, and develop a team of Service Desk Analysts to deliver consistent, high-quality support.
- Manage resource allocation and ensure coverage for all support shifts.
- Conduct regular team meetings, performance reviews, and training sessions.
- Service Desk Operations:
- Act as the primary escalation point for complex technical issues and ensure their timely resolution.
- Monitor, manage, and prioritize incoming tickets to maintain service level agreements (SLAs).
- Identify trends in recurring issues and implement long-term solutions to improve efficiency.
- Technical Support:
- Provide hands-on support for hardware, software, and networking issues when required.
- Ensure systems such as Active Directory, Office 365, and case management software are functioning optimally.
- Liaise with 3rd party vendors and escalate issues when necessary.
- Process Improvement:
- Develop and refine Service Desk policies, processes, and documentation.
- Monitor key performance indicators (KPIs) and prepare regular reports for senior management.
- Drive initiatives to enhance the user experience and streamline IT operations.
Key Requirements - Technical Expertise:
- Strong understanding of IT infrastructure, including Windows environments, networking (TCP/IP, DNS, DHCP), and endpoint management.
- Proficiency in Microsoft Office 365, Active Directory, and legal-specific software (preferred).
- Experience with ITIL-based service management practices.
- Leadership Skills:
- Proven experience leading an IT support team, preferably in a legal or professional services environment.
- Ability to inspire and manage a team to meet deadlines and SLAs.
- Strong problem-solving skills with a proactive approach to identifying and resolving issues.
- Soft Skills:
- Exceptional communication and interpersonal skills, with the ability to interact effectively with legal professionals and stakeholders at all levels.
- Strong organizational skills and the ability to manage multiple priorities simultaneously.
- Qualifications:
- Relevant IT certifications (e.g., ITIL Foundation, CompTIA Network+, Microsoft certifications) are desirable.
- A minimum of 3-5 years of experience in an IT support role, with at least 1-2 years in a supervisory capacity.
In Technology Group Ltd is acting as an Employment Agency in relation to this vacancy.  |
