IT Service Desk Team Leader

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Job Type PermanentContract
Area City, UKDocklands, UKWest End, UKGreater London, UK
Sector Information Technology - Support
Salary £45,000 - £50,000
Start Date
Job Ref 13644
Job Views 25
IT Service Desk Team Leader
Permanent - £50,000 per annum
Picture More are currently working with a law firm based in Central London to find an IT Service Desk Team Leader to lead a team of 2 Service Desk Analysts. This role is best suited for someone who is currently leading a Service Desk team within a law firm. The successful candidate must have an ITIL certification by the start date. This could be completed during notice period or already certified.
Roles & Responsibilities
  • Monitor the Service Desk function and ensure the team are performing at the highest level. This will include reviewing KPIs, SLAs and conducting weekly/monthly performance reviews. This would include review the teams first time fix percentage.
  • Provide 1st and 2nd line support to the firms staff members and be the escalation point for the team.
  • Proactively review ways to improve customer processes and support operations.
Person Specification
  • Previous experience in working within a law firm in a similar role.
  • Experience in leading a team successfully and conducting performance reviews
  • ITIL Foundation certified
  • Experience in supporting the MS Office Suite and Document Management Systems - ideally iManage.
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