Lead – Technical Help/Service Desk
My client is a leader in innovation, moving towards a modern Microsoft-based environment for their Digital Workplace and content management. They’re seeking a Lead for their Technical Help Desk/Service Desk to manage a team providing 24/7 support to their 800-person law firm.
Position Overview
The successful candidate will lead a team of Tier 1 support agents, ensuring smooth operations and prompt issue resolution. You will provide technical expertise, manage team performance, and drive service improvements.
Key Responsibilities
* Lead and support a team of Tier 1 agents, offering training and performance feedback.
* Ensure efficient service desk operation and meet service level agreements (SLAs).
* Handle escalated technical issues, providing advanced troubleshooting and solutions.
* Develop and improve help desk policies and best practices.
* Monitor performance, identify improvement areas, and implement solutions.
* Collaborate with IT teams on new technology support.
* Stay up to date with industry trends and implement innovative solutions.
* Maintain a positive, growth-focused team environment.
* Manage the ticketing system to ensure timely resolution of all issues.
* Coordinate training for new hires and ongoing staff development.
* Create and maintain help desk documentation and troubleshooting guides.
* Assist with IT project planning to minimize disruption.
* Report on help desk performance to senior management.
* Ensure compliance with policies, data protection, and industry standards.
* Manage IT equipment inventory and coordinate employee setups and rollouts.
Skills & Experience
* 6–8 years of technical support experience, with 4+ years in a supervisory role.
* Degree in IT or related field, or equivalent experience.
* Certifications (e.g., ITIL, CompTIA A+) are a plus.
* Strong leadership and team management skills.
* Excellent problem-solving and communication skills.
* Ability to work in a fast-paced, changing environment.
* Interest in learning about the legal industry and evolving technology.
Technical Skills
* Proficient in troubleshooting Windows 10/11, MacOS, and hardware.
* Experience with M365, MS Teams, SharePoint, OneDrive, Active Directory, Azure, and MS Intune.
Benefits
* Competitive salary and discretionary annual bonus.
* 25 days of annual leave.
* Pension scheme and tax savings programs.
* Healthcare and wellness program.
* Full gym access and wellness initiatives.
If you’re passionate about leading a team and driving IT excellence, we want to hear from you!
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