DGH Recruitment
Information Technology Service Desk Team Lead
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IT Service Desk Team Lead
A fantastic opportunity has arisen for an IT Service Desk Team Lead to join our London based law firm on a permanent basis.
IT Service Desk Team Lead
Summary:
The Service Desk Team Lead plays a vital role in ensuring that IT support is efficient, reliable, and aligned to the demands of a fast paced legal environment. Working closely with the Head of Service Delivery, you will oversee day to day operations, lead a team of analysts, and act as a key escalation point for colleagues across the firm.
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Key Responsibilities:
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Provide daily direction, coaching, and escalation support to a team of five Service Desk Analysts, ensuring the delivery of a professional, high quality service.
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Monitor ticket queues, workloads, and service levels to ensure timely and effective resolution. Identify trends and support the implementation of service improvements.
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Promote a proactive, colleague focused approach within the team, encouraging ownership, accountability, and consistent first time resolution.
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Attributes/Skills:
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Multiple years' experience working in an IT support or service desk environment, within a legal environment.
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The ability to guide, mentor, and support service desk team members, including handling escalations.
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Solid understanding of service management best practice and structured support processes.
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