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
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