IT Service Desk Manager

Location London
Discipline: IT Infrastructure, Technology Management
Job type: Permanent
Salary: 60-70k per annum

​A fantastic opportunity for an IT Service Desk Manager has become available to join a leading law firm in London on a permanent basis. The role of IT Service Desk Manager is to manage the IT Service Desk team provide an outstanding service to colleagues.

Essential Duties and Responsibilities:

  • Effectively managing workload and priorities within the Service Desk to meet agreed service levels, including a high first time fix rate.

  • Ensures resources are available to provide service, including accountability for maintaining shift rotas, coordination of holidays, other leave and changes necessary to maintain capacity;

  • Oversees and monitors the escalation of Incidents, Requests and Problems to other teams or third parties as necessary.

  • Working with the Service Delivery Manager, engages stakeholders, handles complaints and issues; ensures resolutions and corrective actions;

  • Proactively looks for improvement areas as part of continuous improvement process, making recommendations and owning groups of actions in Service Improvement Plans. Ensures actions are followed through by team members to completion in a timely manner;

  • Monitors the quality of support documentation and identifies where changes or more documentation is required, including the development of Knowledge Base articles;

  • Builds strong working relationships with other teams to improve communication and performance across the firm;

  • Actively promotes and ensures use of appropriate techniques, methodologies and tools;

  • Includes mentoring and coaching within the company's IT skills framework.


  • ITIL foundation essential;

  • Further professional qualifications (ITIL, Prince II, COBIT, TOGAF, ISO27001, ISO9001) desirable;

  • Familiarity with risk management, audit and IT governance desirable;

  • Knowledge of legal based IT applications e.g. Rekoop, BigHand


  • In addition to the above, the successful candidate will have:

  • MUST have experience of managing a service desk team (ideally experience of managing a 6+ team);

  • Strong preference for experience in the legal sector or other professional services firms;

  • ITIL foundation is essential and knowledge of legal based IT applications is desirable.