Service Desk Team Lead

Service Desk Team Lead

Are you an experienced Service Desk Team Lead looking for your next challenge within a leading professional services environment?

We're working with a highly regarded London-based law firm that is looking for a Service Desk Team Lead to take ownership of its day-to-day IT support operation and lead a team of 5 Service Desk Analysts.

This is a hands-on leadership role where you'll be a key escalation point for the business, ensuring colleagues receive a consistently high level of IT support while driving improvements across the service desk.

The Opportunity

Lead, coach and develop a team of 5 Service Desk Analysts

Oversee ticket queues, workloads, SLAs and service performance

Act as a senior escalation point for legal and business stakeholders

Drive continuous improvement across IT support and ITSM processes

Support the optimisation of Halo ITSM, reporting and knowledge management

Work closely with vendors and internal stakeholders to maintain service standards

Support the adoption of new technology and improvements across the firm

Gain exposure to key legal applications including iManage and Elite 3E

About You

You'll ideally have previous experience in a Service Desk / IT Support leadership role, with strong communication and stakeholder management skills. Experience within legal or professional services would be highly advantageous, as would knowledge of ITSM best practice and service management tools.

You'll be someone who enjoys leading from the front, developing people and improving the way IT services are delivered.

Equal Opportunities

As a responsible business, it is important that we represent the diversity of our people, our clients and our communities. We believe that the firms that thrive are those with the most diverse team; that's why we work so hard to source the best talent from the broadest pool possible. As an equal opportunities employer we strive to accommodate anyone who may have specific needs. If you require reasonable adjustments to be made during the selection process, please talk to a member of the recruitment team so that any required adjustments can be made in advance.