VACANCIES


This role involves but is not limited to the following:

Manage the day-to-day operations of the IT Service Desk, including efficient allocation of workload, oversight of resolution performance and effective communication to customers.

Develop and maintain procedures, service levels and standards for consistent and top class delivery of support to staff, all the time ensuring high-quality customer service and communication.

Define and embed efficient resolution and escalation processes, defining boundaries for acceptance, onward escalation and follow-up.

Monitor the team’s performance against service level agreements (SLAs) and take corrective action when necessary.

Produce meaningful performance reports and dashboards for consumption by technical resolving areas, customers and senior management.  These should surface meaningful business MI and be used as a basis for performance oversight and continuous improvement.

Leading the team that is the “shop window” for IT, develop and maintain relationships with key stakeholders and communicate service level expectations to ensure customer satisfaction.

Manage and oversee the resolution of material IT incidents, acting as a single point of contact for co-ordinating technical response, providing regular communication to affected users and holding service providers to account where appropriate.

Oversee the creation and maintenance of knowledge base articles, FAQs, and other self-help resources for customers.

Manage the performance and development of team members, including conducting performance reviews and identifying development opportunities.

Stay current with industry trends and best IT support and service delivery practices.

Candidate Requirements:

7+ years of experience in IT support or service delivery, including at least two years in a management or supervisory role.

Strong technical background with experience in Windows, Linux, and macOS operating systems, as well as typical software applications and network technologies

Excellent customer service and communication skills, with the ability to communicate technical information to non-technical users.

Strong analytical, numerical and problem-solving skills, able to identify and resolve technical issues quickly and effectively.

Structured thinker with an aptitude for problem solving and driving continual improvement.

Ability to manage and prioritise multiple tasks and projects in a fast-paced and growing business environment.

Experience working with call management system tools such as ManageEngine or ServiceNow

ITIL certification is desirable

Company Core Values:

Aspire: To challenge convention, an entrepreneur with energy for change. To be the best we can be.

Innovate: To creatively evolve our working practices, use our revenue and resources in a virtuous cycle of improving our people, systems and growth.

Integrate: Bring together people and systems into a cohesive force.

Commit: To work with integrity and invest in long term relationships, creating a strong market position and delivering sustained commercial advantage.

APPLY

No vacancy selected.

Name is required.

Name  

A valid Email address is required.

Email  

Telephone number is required.

Telephone  

CV upload is required.

Upload CV  
Maximum file size is 2MB, accepted file types are PDF, doc and zip

Cover letter must contain at least 3 words.

Cover Letter  
EQUALITY AND DIVERSITY MONITORING FORM

This organisation strives to operate a policy of equal opportunity and to not discriminate against any person because of sex, race, colour or national origin.

To help us monitor this, will you please complete the sections below placing a tick in the relevant boxes. The information you provide will only be used for monitoring purposes. The information will be treated in the strictest of confidence and in no way forms any part of the selection process.

Age  
Gender  
Sexual Orientation

Religious Beliefs

Ethnic Orientation
Disability  

A person has a disability if he/she has a physical or mental impairment which has substantial and long term adverse effect on his/her ability to carry out normal day-to-day activities. Long term means has lasted, or is expected to last, for 12 months. Do you consider yourself to be a disabled person?

This form collects your personal data to create an application for a role this data is then stored for possible future roles, Your data will not be used for any other purpose or given to any other third parties. See our Privacy policy for more information on how we protect and manage your submitted data.



  TAKE A LOOK AT

Legal guidance from solicitors.
Legal 500
Lexcel
Law Society Personal Injury
Modern law awards winner 2023
Law Society Conveyancing Quality
The British Conveyancing Awards - Rebecca Kelly
The British Conveyancing Awards - Mustafa Hassan
ISO 27001
ISO 9001
LEAP Modern Law Conveyancing Awards
Legal 500
Lexcel
Law Society Personal Injury
Modern law awards winner 2023
Law Society Conveyancing Quality
The British Conveyancing Awards - Rebecca Kelly
The British Conveyancing Awards - Mustafa Hassan
ISO 27001
ISO 9001
LEAP Modern Law Conveyancing Awards
We use cookies to provide you with the best possible experience. We share these cookies with Google Analytics to help monitor our performance. Find out more about cookies here. Do you consent?
YES NO