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Service Desk Team Lead - Professional Services - 50k - 60k - London
The Service Desk Supervisor oversees the daily operations of the London IT Service Desk, ensuring top-tier technical support and exemplary customer service for all staff, and clients. In addition to general local and global service desk duties, this role at times will involve hands-on user support across multiple channels - phone, email, instant messaging/chat, and in-person. The Service Desk Supervisor coordinates closely with colleagues across the firm's global IT structure to provide seamless 24/7 support in a follow-the-sun mode.
Leadership & Interpersonal Skills:
- Minimum of 5 years' experience in an IT support or service desk environment, with at least a portion of that in a law firm or similar professional services firm.
- Previous experience in a supervisory or team lead role, preferably overseeing a service/help desk team. This includes direct responsibility for staff mentoring or coaching, task assignment, and performance monitoring. Candidates who have led a small IT support team or acted as a senior analyst providing guidance to others will be well-suited.
- Hands-on experience coordinating or providing IT/AV support for meetings, conferences, or events is a plus - especially in settings requiring professionalism such as board meetings, legal proceedings, or client events.
- Strong team player with the ability to foster collaboration and positive working relationships
Essential Technical Skills:
- Extensive experience using IT Service Management (ITSM) or ticketing software to log, track, and manage incidents and requests in line with ITIL best practices.
- Familiarity with ITIL frameworks for service delivery and support, including incident management, request fulfillment, problem management, and knowledge management.
- Proven ability to multitask, manage competing priorities effectively, and remain calm and composed under pressure, particularly in fast-paced, high-demand environments.
- Strong knowledge and troubleshooting skills for Microsoft Windows 10 and 11 desktop operating systems, including imaging, configuration, and user environment issues in an enterprise network.
- Strong knowledge and troubleshooting of Microsoft Office suite (Outlook, Word, Excel, PowerPoint)
- Experience supporting Microsoft Exchange/Outlook email environments and calendaring. Familiarity with collaboration and communication tools such as Zoom Workspace and Microsoft Teams
- Hands-on knowledge of document management systems commonly used in law firms, especially iManage Work (Desksite/WorkSite) or similar platforms.
- Proficiency in supporting and troubleshooting PC/laptop hardware (preferably Lenovo ThinkPad series, Microsoft Surface or similar business-class hardware). Able to diagnose and resolve issues with CPUs, memory, drives, and peripherals. Experience supporting printers, multi-function devices and scanners (particularly HP and RICOH models), including network printing issues, PaperCut, driver deployment, and maintenance tasks.
- Experience supporting mobile devices, including iPhone and Android platforms
- Solid experience with audio-visual and video conferencing technologies in meeting rooms.
- Strong knowledge of Active Directory and Entra ID
- Strong understanding of network fundamentals and advanced client-side troubleshooting. Familiarity with network services like DNS, DHCP.
If you are interested please contact me ASAP for more information on (url removed)
