Service Desk Team Lead

Job Description: Service Desk Team Lead

Location: Chelmsford (Full-time Onsite)
Salary: 45,000- 50,000 per annum (DOE)
Industry: Legal Sector

About the Role

We are seeking an experienced and motivated Service Desk Team Lead to oversee the day-to-day operations of our Service Desk at a prestigious law firm in Chelmsford. This is a hands-on leadership role requiring strong technical expertise, excellent communication skills, and the ability to inspire a team to deliver exceptional IT support. You will play a key role in maintaining the IT infrastructure that supports our legal professionals and ensuring the delivery of high-quality client services.

Key Responsibilities

• Leadership and Team Management:
• Lead, mentor, and develop a team of Service Desk Analysts to deliver consistent, high-quality support.
• Manage resource allocation and ensure coverage for all support shifts.
• Conduct regular team meetings, performance reviews, and training sessions.
• Service Desk Operations:
• Act as the primary escalation point for complex technical issues and ensure their timely resolution.
• Monitor, manage, and prioritize incoming tickets to maintain service level agreements (SLAs).
• Identify trends in recurring issues and implement long-term solutions to improve efficiency.
• Technical Support:
• Provide hands-on support for hardware, software, and networking issues when required.
• Ensure systems such as Active Directory, Office 365, and case management software are functioning optimally.
• Liaise with 3rd party vendors and escalate issues when necessary.
• Process Improvement:
• Develop and refine Service Desk policies, processes, and documentation.
• Monitor key performance indicators (KPIs) and prepare regular reports for senior management.
• Drive initiatives to enhance the user experience and streamline IT operations.

Key Requirements

• Technical Expertise:
• Strong understanding of IT infrastructure, including Windows environments, networking (TCP/IP, DNS, DHCP), and endpoint management.
• Proficiency in Microsoft Office 365, Active Directory, and legal-specific software (preferred).
• Experience with ITIL-based service management practices.
• Leadership Skills:
• Proven experience leading an IT support team, preferably in a legal or professional services environment.
• Ability to inspire and manage a team to meet deadlines and SLAs.
• Strong problem-solving skills with a proactive approach to identifying and resolving issues.
• Soft Skills:
• Exceptional communication and interpersonal skills, with the ability to interact effectively with legal professionals and stakeholders at all levels.
• Strong organizational skills and the ability to manage multiple priorities simultaneously.
• Qualifications:
• Relevant IT certifications (e.g., ITIL Foundation, CompTIA Network+, Microsoft certifications) are desirable.
• A minimum of 3-5 years of experience in an IT support role, with at least 1-2 years in a supervisory capacity.

In Technology Group Ltd is acting as an Employment Agency in relation to this vacancy.