Job ID 340015
IT Service Delivery Lead – International Law Firm – London, City – 62-65k + Excellent Benefits
Hybrid 3 office 2 home possible.
Open Plan offices – Rooftop Garden , Cafe area …
Reporting to the Head of Technology, this role manages a small team of 1st and 2nd line Service Desk Analysts and 1 Senior Service Desk Analyst. The role holder will lead the team, ensuring that Service across the department is delivering to the needs of the Firm and aligned with ITIL methodology.
The Service Delivery Lead will take the lead in ensuring good working relationships within the broader Technology team (Applications, Infrastructure and Training).
The role will be responsible for some vendor relationships, asset management and support (hands-on).
Manage the User Support team using the Service Management tool set and provides accurate reporting on performance.
Coaching and mentoring the team to ensure that personal development, service standards and are being consistently applied.
Direct, motivate, delegate, and empower staff in the successful performance of their tasks and responsibilities while encouraging innovation
Actively identify problems and look to address these with the respective team
Carry out all relevant technical support and maintenance activities as required by Change Management, Incident Management, Problem Management, and Service Request Management processes.
Take accountability for service delivery performance, meeting customer expectations
Attend and actively participate in all daily stand-up and team meetings
Proven people management and stakeholder management skills.
Be highly organised with a can-do mentality and proactive attitude
Have an in-depth knowledge of Desktop Operating Systems and Microsoft Office.
Ability to show empathy to users and staff whilst ensuring quality service is being provided and not accepting status quo for no justifiable reason
Be professional and diligent in approach and attitude
Be prepared to cover the help desk support rota-shift patterns between 8 am and 6 pm as well as weekend work (if required at all)
SKILLS AND TECHNICAL REQUIREMENTS
Experience working in a service desk environment.
Troubleshooting and problem-solving skills
Experience supporting Microsoft Office
High levels of customer engagement and communication
Prior experience working in a legal, professional services or partnership environment
Experience supporting satellite offices
Remote Working and Access Technologies