IT Service Desk Manager

Job Title: IT Service Desk Manager

Ready to take your career to the next level

Were one of the UKs most forward-thinking law firms built on a foundation of innovation collaboration and ambition. Join us and lets shape the future together.

* We are in a period of exclusive direct sourcing for this role and are not currently accepting applications from recruitment agencies.

The role in 60 seconds

• Role: IT Service Desk Manager
• Team: IT
• Location: Hybrid working from Bristol with some travel required to our other offices when needed.
• Working Pattern: Full time
• Why this role matters: In this role you will be responsible for the day-to-day management and leadership of the IT Service Desk team which provides world class service and customer support across all our offices.

What youll do

As IT Service Desk Manager you will manage lead and develop a team of seven engineers across four offices delivering 1st and 2nd line support for a wide range of technical services hardware software and legal applications. Working closely with the IT Leadership Team wider IT department and key service partners you will ensure consistent high-quality IT support and customer service.

In this role youll:

• Oversee daily operations including rotas workload prioritisation and incident/request management ensuring resolution within agreed Service Level Targets (SLTs).
• Act as the primary escalation point for IT support issues.
• Play a leading role in Major Incident Management coordinating resources chairing bridge calls issuing firmwide communications and producing incident reports. Work closely with technology specialists on root cause analysis and remedial actions.
• Monitor team performance and provide regular clear statistics and trend analysis narratives to drive improvement and meet business expectations.
• Collaborate with the wider IT team suppliers and partners to resolve complex technical issues and support the successful handover of new projects and software upgrades.
• Ensure compliance with IT policies procedures licensing and security standards.
• Support implementation of new tech processes and initiatives within the team.
• Work with the Head of Service Delivery to foster a culture of continuous improvement.
• Collaborate with the Head of Service Delivery to ensure the team structure and tools align with industry-standard Service Desk functions.
• Support the team during busy periods with tickets and phone calls.

What were looking for

Were seeking an experienced IT Service Desk team Manager with strong knowledge of IT Service Management (ITSM) processes methodologies and toolsets.

In this role youll bring:

• Good people and leadership skills with the ability to apply empathy when required.
• Proactive problem management building effective relationships with technical teams and 3rd party service providers.
• Able to communicate complex technical issues clearly across all levels of the business.
• User-focused approach ensuring service priorities are consistently met.
• High technical literacy and adaptability with an awareness of Cyber security.
• Strong problem-solving skills and solution-oriented thinking.
• Excellent written verbal and presentation skills including report writing.

Technical Skills and Knowledge:

• Strong knowledge of IT Service Management (ITSM) processes methodologies and toolsets.
• Understanding of ITIL best practice specifically Incident Change Problem and Knowledge Management
• Familiarity with Microsoft Windows Server Hybrid environments and Microsoft 365 solutions (including Teams Exchange Entra ID).
• Cyber security awareness with a logical approach to minimising risk.

Advantageous:

• Understanding of industry standards for Cyber Security such as Cyber Essentials.
• Understanding of Information Security standards such as ISO 27001.
• ITIL V4 Foundation or higher certification.
• Knowledge of Microsoft Power Platform Dynamics 365 and Microsoft Azure.
• Understanding of reporting and visualisation tools such as Power BI.
• Exposure to core legal applications such as iManage Intapp Time Elite 3E.
• Understanding of AI and automation technologies.

Join a seriously ambitious firm

At Foot Anstey were committed to making a difference for our people our clients and society. Heres what makes us stand out:

• An ambitious growth strategy that opens up opportunities for our people to make their mark.
• A client base that spans household names thriving startups and ambitious enterprises.
• A culture built on our values of being refreshingly human entrepreneurial inclusive and collaborative.
• A strong focus on being a responsible business with a commitment to sustainability and giving back to our communities.
• Comprehensive professional development and training whatever your role and level we have training that will support you to achieve your goals.

Progressive benefits tailored to you

We believe our people are our greatest asset. Thats why we offer a comprehensive benefits package designed to support your professional growth and personal wellbeing including:

• Competitive salary and performance-linked bonus.
• Enhanced parental leave policies.
• Private healthcare and wellbeing initiatives (e.g. mental health support gym memberships).
• An open flexible working environment.
• Find out more about our benefits and work environment hereLife at Foot Anstey Foot Anstey

Ready to apply

• Hit the Apply Now button.
  • Send us your CV and a quick note on why this role is perfect for you.
  • Our team will review your application and be in touch whatever the outcome.
• Invited for interview
  • With a straightforward process typically involving two interviews our talent acquisition team will guide you through every step ensuring you feel confident and prepared to show us what you can do.
  • Were here to support your individual needs. If you require any adaptations or adjustments were more than happy to accommodate these. Before your interview well contact you to discuss the themes well cover and answer any questions you might have.
  • If youd like to visit our offices prior to your interview or would like help testing your kit for your virtual interview just let us know.

Lets make your next career move the start of something extraordinary.