IT Service Desk Manager​/IT Support Team Leader

Job Description

IT Service Desk Manager / IT Support Team Leader Analyst to join our leading law firm on a permanent basis.

• Lead, coach and develop a team of five Service Desk Analysts to ensure consistent, high‑quality support.
• Set clear objectives, conduct regular 1:1s and manage performance through reviews and regular input to call and ticket management.
• Promote a culture of ownership, professionalism and first‑time resolution.
• Oversee the day‑to‑day running of the IT Service Desk, ensuring timely and effective resolution of incidents and requests.
• Monitor and manage the ITSM platform (Halo), ensuring accurate ticket categorisation, prioritisation and reporting.
• Identify opportunities to streamline support processes, introduce automation and enhance service efficiency.
• Ensure adherence to ITIL‑based best practices and contribute to the development of service management policies and procedures.

• Proven experience managing an IT Service Desk or similar support function, ideally within a legal or professional services environment.
• Strong leadership and team development skills, with a track record of building high‑performing support teams.
• Excellent communication and interpersonal skills, with the ability to explain technical issues clearly to non‑technical colleagues.
• Hands‑on experience with ITSM tools (e.g., Halo, Service Now) and service reporting.
• Working knowledge of ITIL principles; ITIL Foundation certification preferred.
• Familiarity with legal technology platforms such as iManage, Elite 3E and time recording tools is advantageous.

In accordance with the Employment Agencies and Employment Businesses Regulations 2003, this position is advertised based upon DGH Recruitment Limited having first sought approval of its client to find candidates for this position. DGH Recruitment Limited acts as both an Employment Agency and Employment Business.