US Service Desk Manager

Job Description

Service Desk Manager

Join a Global Law Firm

Are you ready to make a significant impact on the IT landscape of one of the world's leading law firms? We're seeking a talented and experienced Service Desk Manager to lead our dedicated team in providing exceptional technical support.

Key Responsibilities

• Team Leadership: Oversee and manage a team of skilled professionals responsible for first and second-line technical support.
• Resource Allocation: Strategically plan and allocate resources to ensure optimal service delivery and meet performance targets.
• Incident Management: Monitor and prioritize incidents and service requests, driving timely resolution and accurate documentation in ITSM tools.
• Escalation Management: Act as a trusted escalation point for high-priority incidents, leading swift and effective resolution efforts.
• Policy and Procedure Development: Create, maintain, and enforce service policies, procedures, and standards to optimize efficiency and quality.
• Team Development: Mentor, train, and inspire the Service Desk team, fostering a culture of excellence and customer focus.
• Performance Management: Track and analyze key performance indicators (KPIs) and service level agreements (SLAs) to identify improvement opportunities.
• Major Incident Management: Lead the response to major incidents, conduct post-incident reviews, and implement corrective actions.
  
  

Ideal Candidate

• Proven experience in managing IT service desk operations in a complex environment.
• Strong leadership skills with the ability to motivate and inspire teams.
• Excellent problem-solving and decision-making abilities.
• In-depth knowledge of ITIL frameworks and best practices.
• Strong understanding of IT service management tools.
• Excellent communication and interpersonal skills.
• Ability to work under pressure and meet tight deadlines.
  
  

This is an incredible opportunity to shape the future of IT services at a renowned global law firm. If you're passionate about delivering exceptional customer support and driving operational excellence, we encourage you to apply.