Back to searchIT Service Delivery Lead/IT Support Lead
DGH Recruitment
Posted a day ago, valid for 6 days
London, Greater London EC3V 3LA, England
£70,000 per annum
Full Time
In order to submit this application, a TotalJobs account will be created for you. As such, in addition to applying for this job, you will be signed up to all TotalJobs’ services as part of the process. By submitting this application, you agree to TotalJobs’ Terms and Conditions and acknowledge that your personal data will be transferred to TotalJobs and processed by them in accordance with their Privacy Policy.
Sonic Summary
- A global law firm in London is seeking an IT Service Delivery Lead/IT Support Lead for a permanent position.
- The role requires managing the User Support team, providing coaching, and ensuring service standards are met.
- Candidates should have experience in a service desk environment, ideally with prior experience in legal or professional services, and a minimum of 5 years of relevant experience.
- The position offers a salary of £60,000 to £70,000 per year, depending on experience and qualifications.
- Key responsibilities include managing incidents, coordinating major incidents, and maintaining high levels of customer engagement.
A fantastic opportunity has arisen for a IT Service Delivery Lead/IT Support Lead to join our London based global law firm on a permanent basis.
IT Service Delivery Lead/IT Support Lead
Key Responsibilities:
* Manage the User Support team using the Service Management toolset 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
* Liaise with other internal support teams, internal senior management and suppliers in the
day-to-day management of Incidents and Service Requests. And where appropriate initiate
the escalation process for Major Incidents.
* Take ownership of major incidents, coordinate with resolution parties, and establish
effective communication between stakeholders for post-incident reviews
* Attend and actively participate in all daily stand-up and team meetings
* Ensure all support calls are answered within agreed service levels and ensure users are
kept informed of progress
IT Service Delivery Lead/IT Support Lead
Attributes/Skills:
* 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
* Zoom Meeting and Zoom Telephony
* Excellent communication and customer skills and an ability to work with nontechnical end-
users and technical (Technology) staff
* Ability to work within a team framework, as well as under own supervision
* Flexible approach
IT Service Delivery Lead/IT Support Lead
In accordance with the Employment Agencies and Employment Businesses Regulations 2003, this position is advertised based upon DGH Recruitment Limited having first sought approval of its client to find candidates for this position.
DGH Recruitment Limited acts as both an Employment Agency and Employment Business
