Service Desk Manager

An exciting opportunity has arisen for a Service Desk Manager to join our IT team based in Newcastle upon Tyne. This is an interesting and varied role, where you'll manage our Service Desk team, who are the central point of contact for all IT related incidents, service requests and issue resolution. You'll ensure the delivery of an efficient IT Helpdesk service. This includes out of hours support and the delivery of key IT projects, whilst maintaining outstanding customer service to all of our people.

What will I be doing

• Leading a team of technical support specialists, ensuring that inbound technical support issues and requests are resolved efficiently within agreed SLAs.
• Carrying out in depth reporting and root cause analysis of reported technical issues, problems and incidents.
• Defining, implementing and managing technical support processes, procedures and best practices.
• Overseeing ticket management, including prioritisation, escalation, resolution, and adherence to ticketing procedures.
• Monitoring support capacity to ensure adequate coverage during business and out-of-hours periods
• Maintaining service documentation, manage IT assets and stock, and supporting the delivery of IT projects.

You'll have

• Previous experience managing a Service Desk team, ideally within in a fast-paced, regulated, or professional services environment.
• Proven working knowledge of the ITIL framework and Service Desk tools, with a focus on delivering excellent customer service.
• The ability to prioritise, problem-solve, and manage third-party support relationships.
• Proficiency in Microsoft applications and you'll be comfortable working in both office-based and remote support settings.
• Excellent communication and interpersonal skills, with the ability to gather and shape requirements effectively.
• Excellent organisation skills and attention to detail, with a proactive approach to work.

About us

We're proud to be an independent, full-service law firm providing exceptional legal expertise to businesses, the built environment, healthcare, the public and third sectors, and private individuals. With several office locations around the UK we're one of the UK's Top 100 law firms. When you join us you’ll be part of a team of over 500 passionate and talented individuals who take pride in offering an exciting and supportive environment allowing you to thrive.

We're passionate about promoting wellbeing and equality, diversity and inclusion, with dedicated committees to support ongoing efforts. We recognise that a healthy and thriving Firm filled with individuality and differences strengthen our teams, our clients and our communities.

What we can offer you

We’re committed to being a firm focused on support, development, wellbeing and inclusion and we’re always striving to improve. Our commitment to this has been recognised by our achievement of our Gold Investors in People award and by our Hive HR Employee Voice certification.

We reward our people with a whole range of benefits, some core and some flexible, designed to shape a reward package that’s right for you – now and in the future. Our core benefits include:

• An enhanced pension scheme with employer matched contributions of up to 6%.
• 25 days annual leave + bank holidays (increasing to 28 days with length of service). There is also the option to purchase up to 5 additional days.
• Life assurance cover of 4 times basic salary, with the option to purchase additional cover.
• An Employee Assistance Programme
• Hybrid working with a minimum requirement of 3 days per week in our Newcastle office.
• We also have a flexible benefits programme where you can purchase a wide range of additional benefits.

If you would like to request further information or to discuss the role, please contact [email protected] quoting vacancy reference IT.0725.1.

If you require any adjustments to be made to our recruitment process, please request a call back via the above email address.

Agencies - please note that we are not currently instructing agents to support with this role. Please do not send speculative CVs.