Are you ready to make a significant impact on the IT landscape of one of the world's leading law firms? We're seeking a talented and experienced Service Desk Manager to lead our dedicated team in providing exceptional technical support.
Key Responsibilities:- Team Leadership: Oversee and manage a team of skilled professionals responsible for first and second-line technical support.
- Resource Allocation: Strategically plan and allocate resources to ensure optimal service delivery and meet performance targets.
- Incident Management: Monitor and prioritize incidents and service requests, driving timely resolution and accurate documentation in ITSM tools.
- Escalation Management: Act as a trusted escalation point for high-priority incidents, leading swift and effective resolution efforts.
- Policy and Procedure Development: Create, maintain, and enforce service policies, procedures, and standards to optimize efficiency and quality.
- Team Development: Mentor, train, and inspire the Service Desk team, fostering a culture of excellence and customer focus.
- Performance Management: Track and analyze key performance indicators (KPIs) and service level agreements (SLAs) to identify improvement opportunities.
- Major Incident Management: Lead the response to major incidents, conduct post-incident reviews, and implement corrective actions.
- Proven experience in managing IT service desk operations in a complex environment.
- Strong leadership skills with the ability to motivate and inspire teams.
- Excellent problem-solving and decision-making abilities.
- In-depth knowledge of ITIL frameworks and best practices.
- Strong understanding of IT service management tools.
- Excellent communication and interpersonal skills.
- Ability to work under pressure and meet tight deadlines.
This is an incredible opportunity to shape the future of IT services at a renowned global law firm. If you're passionate about delivering exceptional customer support and driving operational excellence, we encourage you to apply.
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