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About the Role
Oversee daily service desk operations during a transformative period of growth. Lead and coach Service Desk Analysts, providing direction and motivation. Act as an escalation point for complex inquiries, proactively identify and resolve issues, and monitor performance against KPIs and SLAs. Enforce ticket management processes, maintain high customer service standards, and ensure efficient handling of joiner, mover, and leaver activities.
Responsibilities
- Oversee the daily operation of the I.T. Service Desk.
- Ensure incidents, requests, and escalations are handled within agreed SLAs.
- Provide day-to-day supervision and leadership for Service Desk Analysts.
- Conduct regular 1-2-1 meetings.
- Monitor and report on Service Desk KPIs, including SLA Achievement.
- Ensure all new starters requests are completed accurately and within agreed timescales.
- Coordinate system access, hardware provisioning, and onboarding activities.
- Identify opportunities to improve support processes and customer experience.
- Maintain and develop Service Desk procedures and knowledge base content.
Requirements
- Proven supervisory experience in IT support.
- Strong leadership capabilities.
- Commitment to operational excellence.
- Acting as an escalation point for complex enquiries.
- Proactively identify issues and resolve them before they affect users.
- Monitoring performance against established KPIs and SLAs.
- Enforcing robust ticket management processes.
- Maintaining high customer service standards.
- Ensuring joiner, mover and leaver activities are handled efficiently.
- Effective communication skills are critical.
- A track record of process improvement within technical support settings is considered essential.
- Previous experience supervising an IT Service Desk.
- Experience working with SLA and KPI-driven environment.
- Proven ability to lead, coach, and motivate technical support teams.
Skills
- IT support
- Leadership
- Operational excellence
- Communication skills
- Process improvement
- IT Service Management (ITSM) principles
Work Type
- 6-month fixed-term contract
Experience Level
- Supervisory experience
About the Company
- Winston Taylor is a transatlantic law firm built for the businesses, people, and markets driving capital and innovation.
- You'll work with leading clients. Disruptors. Fast-growth companies.
- We're present in the U.S., U.K., Europe, Latin America, and the Middle East, combining the scale and speed that clients demand.
- You'll be trusted with real responsibility from the outset and build experience through hands-on work.
- We take your progression personally.
- We provide the platform. You shape the work around your goals and aspirations.