Service desk supervisor

font-weight:normal;font-style:normal;text-decoration: underline;}    Service Desk Team Lead - Professional Services - £50k - £60k - London

The Service Desk Supervisor oversees the daily operations of the London IT Service Desk, ensuring top-tier technical support and exemplary customer service for all staff, and clients. In addition to general local and global service desk duties, this role at times will involve hands-on user support across multiple channels - phone, email, instant messaging/chat, and in-person. The Service Desk Supervisor coordinates closely with colleagues across the firm's global IT structure to provide seamless 24/7 support in a follow-the-sun mode.

Leadership & Interpersonal

Skills:

Minimum of 5 years' experience in an IT support or service desk environment, with at least a portion of that in a law firm or similar professional services firm.
Previous experience in a supervisory or team lead role, preferably overseeing a service/help desk team. This includes direct responsibility for staff mentoring or coaching, task assignment, and performance monitoring. Candidates who have led a small IT support team or acted as a senior analyst providing guidance to others will be well-suited.
Hands-on experience coordinating or providing IT/AV support for meetings, conferences, or events is a plus - especially in settings requiring professionalism such as board meetings, legal proceedings, or client events.
Strong team player with the ability to foster collaboration and positive working relationships Essential Technical

Skills:

Extensive experience using IT Service Management (ITSM) or ticketing software to log, track, and manage incidents and requests in line with ITIL best practices.
Familiarity with ITIL frameworks for service delivery and support, including incident management, request fulfillment, problem management, and knowledge management.
Proven ability to multitask, manage competing priorities effectively, and remain calm and composed under pressure, particularly in fast-paced, high-demand environments.
Strong knowledge and troubleshooting skills for Microsoft Windows 10 and 11 desktop operating systems, including imaging, configuration, and user environment issues in an enterprise network.
Strong knowledge and troubleshooting of Microsoft Office suite (Outlook, Word, Excel, PowerPoint)
Experience supporting Microsoft Exchange/Outlook email environments and calendaring. Familiarity with collaboration and communication tools such as Zoom Workspace and Microsoft Teams
Hands-on knowledge of document management systems commonly used in law firms, especially iManage Work (Desksite/Work Site) or similar platforms.
Proficiency in supporting and troubleshooting PC/laptop hardware (preferably Lenovo Think Pad series, Microsoft Surface or similar business-class hardware). Able to diagnose and resolve issues with CPUs, memory, drives, and peripherals. Experience supporting printers, multi-function devices and scanners (particularly HP and RICOH models), including network printing issues, Paper Cut, driver deployment, and maintenance tasks.
Experience supporting mobile devices, including iPhone and Android platforms
Solid experience with audio-visual and video conferencing technologies in meeting rooms.
Strong knowledge of Active Directory and Entra
Strong understanding of network fundamentals and advanced client-side troubleshooting. Familiarity with network services like DNS, DHCP. If you are interested please contact me ASAP for more information on