Service Desk Supervisor (6 Month FTC)

Job Description

Service Desk Supervisor (6 Month FTC)

n

Hugely successful global law firm is looking for a Service Desk Supervisor to join the team on an initial 6-month fixed-term contract, supporting the Service Desk through a high period of exciting growth while helping to deliver a first-class IT support service to the London office.

n

What’s On Offer:

n

n
• Salary to £70,000

n

• 6-month fixed-term contract

n

• Hybrid working (3 days office / 2 days remote)

n

• Fantastic employee benefits

n

• On-site coffee bar and subsidised canteen

n

n

Service Desk Supervisor – What You’ll Be Doing:

n

n
• Provide day-to-day supervision and leadership for Service Desk Analysts

n

• Support employee development and conduct regular 1-2-1 meetings

n

• Oversee the daily operation of the IT Service Desk

n

• Act as the primary escalation point for complex or high-priority incidents

n

• Ensure incidents, requests, and escalations are handled within agreed SLAs

n

• Monitor ticket queues and workload distribution to maintain service levels

n

• Ensure all new starters requests are completed accurately and within agreed timescales

n

• Ensure leaver processes are actioned promptly to maintain security and compliance

n

• Identify opportunities to improve support processes and customer experience

n

n

Service Desk Supervisor – What We’re Looking For:

n

n
• Previous experience supervising an IT Service Desk, ideally within a law firm environment

n

• Strong understanding of IT Service Management principles

n

• Experience working with SLA and KPI driven environments

n

• Proven ability to lead, coach, and motivate technical support teams

n

• Experience managing ticket queues, joiner, mover and leaver processes

n

…