Service Desk Manager - Lead IT Support & Metrics (Leeds)

Legal500 Germany Ranking; Leeds; Hybrid; GBP 60,000 - GBP 80,000; Full time

Job summary

A leading research platform for legal services based in Leeds is seeking a Service Desk Manager. This hands-on role involves leading a small service desk team, enhancing user support, and managing daily operations with a focus on continuous improvement. Ideal candidates will have 5-10 years in IT support, a background in 2nd or 3rd line support, and strong communication skills. The role offers a mix of on-site and work-from-home flexibility, making it perfect for proactive individuals passionate about delivering excellent user support.

Qualifications

• 5-10 years' experience in IT support/service environments.
• Background in 2nd or 3rd line support.
• Practical understanding of ITIL preferred.

Responsibilities

• Own day-to-day service desk operations.
• Define and improve SLAs and reporting.
• Build a practical knowledge base.

Skills

IT support experience

Leadership progression

ITIL understanding

Stakeholder communication

Problem-solving mindset

Tools

Jira

Job description

A leading research platform for legal services based in Leeds is seeking a Service Desk Manager. This hands-on role involves leading a small service desk team, enhancing user support, and managing daily operations with a focus on continuous improvement. Ideal candidates will have 5-10 years in IT support, a background in 2nd or 3rd line support, and strong communication skills. The role offers a mix of on-site and work-from-home flexibility, making it perfect for proactive individuals passionate about delivering excellent user support.