• Service Desk Manager

    Job Locations UK-Bath
    Job ID
    Information Technology
    Permanent Full-Time
  • About the Role


    Reporting to the Head of IT, the Service Manager will be responsible for the delivery of high quality day-to-day operational IT services to the firm.


    This includes helping to proactively develop the Service Desk support proposition, providing management of the Service Desk team and acting as an escalation point for the business for support incidents. To measure, report and monitor SLAs, and use this information to identify trends for operational service improvement.


    Key responsibilities


    • Assist the Head of IT in the development of the IT support service.
    • Advise of best practice and recommend ongoing improvements to the Service Desk function including problem and change management.
    • Manage the day to day running of the Service Desk including; Delivery of all IT Service Desk SLAs, consistent communication to users of the Service Desk and management of workloads.
    • Management of Service Desk analysts including performance reviews and appraisals.
    • Act as escalation point for standby rota.


    • Provide weekly reports on the SLAs and KPIs to the Head of IT, including call trend analysis and recommendations.
    • Report and review major incidents with the Head of IT.
    • Provide monthly reporting dashboard to the Head of IT for submission to the Management Executive in the IT Performance Pack.


    • Provide assistance to the wider team on ad-hoc project work.
    • Provide an overflow resource to the Helpdesk function for busy periods, holiday and sickness.

    About You

    Skills & Experience:

    • Degree qualified or equivalent
    • IT related qualifications are desirable and will be an advantage
    • ITIL qualification and experience is preferred
    • Experience of IT service/support in a professional services organisation
    • Experience of leading a small IT support function
    • Experience of supporting a mid-sized multi-user environment
    • Design & development of operational IT services
    • Definition and measurement of IT service levels and KPIs
    • Good working knowledge of Microsoft Office and Operating Systems
    • Good working knowledge of active directory
    • Experience of working in a law firm would be beneficial


    • Positive Attitude to Work- Approaches work with positivity and energy and thrives in a busy environment.
    • Effective Communicator- Clearly conveys information and ideas through the relevant media. Speaks in Plain English.
    • Self Aware- Recognises personal strengths and weaknesses and uses that knowledge to interact positively with others. Maintains a professional impression.
    • Team Player- Actively participates as a member of a team. Develops and maintains relationships with others.
    • Resilient- Functions effectively under pressure and handles difficult circumstances in a manner that is acceptable to others and Royds Withy King.
    • Open to Change- Receptive to new ways of working with the ability to be flexible in approaching tasks and problems.

    About Us




    Royds Withy King is a full service UK Top 100 law firm with robust commercial, private client, specialist personal injury and clinical negligence practices. We have the combined expertise of 470 staff across our offices in Bath, Oxford, London and Wiltshire.


    We are a passionate and growing firm that strives to be specialists in our field and put client relationships at the core of everything we do. We use our experience across the full range of commercial and private law sectors to put our clients ahead of the curve.


    And our strongest advocates are our people; it’s the way they relate to our clients and the way they do business. We are proud to have been ranked as a 'Sunday Times Top 100 Best Mid-Size Company to Work For' for the last four years.


    We offer a fantastic range of benefits including a competitive salary, 26.5 days holiday per year, a great pension scheme and a whole host of other staff benefits.


    If you are looking for an opportunity to work in a friendly and professional environment in a Law firm with prospects, then look no further!





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