Service Desk and Incident Manager

Taylor Rose MW is a Top 60 Law firm with a national footprint across the UK. We are committed to developing our employees and to delivering outstanding service to our customers. Our vision is to continue to deliver #smart #modern #law and to embrace and develop our employees through their career.

The Service Desk and Incident Manager will lead the Service Desk Team and daily operations and ensuring that all IT support activities are undertaken promptly and effectively. As a key representative of IT, they will focus on delivering top class customer service and managing effective underpinning processes. They will implement effective and measurable systems based on ITIL methods. The ideal candidate will have excellent communication and organisation skills, be customer service-oriented, and have a solid technical background. Experience in working in legal services or an accounting firm environment would be an advantage but not essential.

This role involves but is not limited to the following:

• Manage the day-to-day operations of the IT Service Desk, including efficient allocation of workload, oversight of resolution performance and effective communication to customers.
• Develop and maintain procedures, service levels and standards for consistent and top class delivery of support to staff, all the time ensuring high-quality customer service and communication.
• Define and embed efficient resolution and escalation processes, defining boundaries for acceptance, onward escalation and follow-up.
• Monitor the team’s performance against service level agreements (SLAs) and take corrective action when necessary.
• Produce meaningful performance reports and dashboards for consumption by technical resolving areas, customers and senior management. These should surface meaningful business MI and be used as a basis for performance oversight and continuous improvement.
• Leading the team that is the "shop window" for IT, develop and maintain relationships with key stakeholders and communicate service level expectations to ensure customer satisfaction.
• Manage and oversee the resolution of material IT incidents, acting as a single point of contact for co-ordinating technical response, providing regular communication to affected users and holding service providers to account where appropriate.
• Oversee the creation and maintenance of knowledge base articles, FAQs, and other self-help resources for customers.
• Manage the performance and development of team members, including conducting performance reviews and identifying development opportunities.
• Stay current with industry trends and best IT support and service delivery practices.

Candidate Requirements:

• 7+ years of experience in IT support or service delivery, including at least two years in a management or supervisory role.
• Strong technical background with experience in Windows, Linux, and macOS operating systems, as well as typical software applications and network technologies
• Excellent customer service and communication skills, with the ability to communicate technical information to non-technical users.
• Strong analytical, numerical and problem-solving skills, able to identify and resolve technical issues quickly and effectively.
• Structured thinker with an aptitude for problem solving and driving continual improvement.
• Ability to manage and prioritise multiple tasks and projects in a fast-paced and growing business environment.
• Experience working with call management system tools such as ManageEngine or ServiceNow
• ITIL certification is desirable

Taylor Rose MW will contact you by telephone or email regarding your application. We do not ask for personal details upon application and all emails will come from a legitimate email address. If you are asked to respond to an application with your personal details, then please contact the Recruitment team.

Company Core Values:

Aspire: To challenge convention, an entrepreneur with energy for change. To be the best we can be.

Innovate: To creatively evolve our working practices, use our revenue and resources in a virtuous cycle of improving our people, systems and growth.

Integrate: Bring together people and systems into a cohesive force.

Commit: To work with integrity and invest in long term relationships, creating a strong market position and delivering sustained commercial advantage.