Lead – Technical Help/Service Desk
My client is a leader in innovation, moving towards a modern Microsoft-based environment for their Digital Workplace and content management.
They're seeking a
Lead for their Technical Help Desk/Service Desk
to manage a team providing 24/7 support to their 800-person law firm.
Position Overview
The successful candidate will lead a team of Tier 1 support agents, ensuring smooth operations and prompt issue resolution.
You will provide technical expertise, manage team performance, and drive service improvements.
Key Responsibilities
Lead and support a team of Tier 1 agents, offering training and performance feedback.
Ensure efficient service desk operation and meet service level agreements (SLAs).
Handle escalated technical issues, providing advanced troubleshooting and solutions.
Develop and improve help desk policies and best practices.
Monitor performance, identify improvement areas, and implement solutions.
Collaborate with IT teams on new technology support.
Stay up to date with industry trends and implement innovative solutions.
Maintain a positive, growth-focused team environment.
Manage the ticketing system to ensure timely resolution of all issues.
Coordinate training for new hires and ongoing staff development.
Create and maintain help desk documentation and troubleshooting guides.
Assist with IT project planning to minimize disruption.
Report on help desk performance to senior management.
Ensure compliance with policies, data protection, and industry standards.
Manage IT equipment inventory and coordinate employee setups and rollouts.
Skills & Experience
6–8 years of technical support experience, with 4+ years in a supervisory role.
Degree in IT or related field, or equivalent experience.
Certifications (e.g., ITIL, CompTIA A+) are a plus.
Strong leadership and team management skills.
Excellent problem-solving and communication skills.
Ability to work in a fast-paced, changing environment.
Interest in learning about the legal industry and evolving technology.
Technical Skills
Proficient in troubleshooting Windows *****, MacOS, and hardware.
Experience with M365, MS Teams, SharePoint, OneDrive, Active Directory, Azure, and MS Intune.
Benefits
Competitive salary and discretionary annual bonus.
25 days of annual leave.
Pension scheme and tax savings programs.
Healthcare and wellness program.
Full gym access and wellness initiatives.
If you're passionate about leading a team and driving IT excellence, we want to hear from you!
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