A well-established Law firm is looking for an accomplished Service Desk Manager to lead its 1st – 3rd line IT helpdesk team, on an initial 3 month contract. The company embraces flexibility so you will be able to work from home 2 or 3 days per week but will be required to visit offices in London and Birmingham on a weekly basis.
In order to be suitable for this role you must be a highly capable Service Desk Manager with consummate communication skills and a proven track record of delivering service excellence. You will have prior experience in a professional services environment, while experience in the legal industry and with ServiceNow would be highly advantageous to your application.
You will be responsible for managing and overseeing the service desk team, driving a culture of outstanding customer service and continuous improvement. You will report on and improve key service desk performance metrics and ensure KPIs set for technical staff are met on a daily basis, including tickets logged/resolved and customer satisfaction scores.