Senior IT Service Desk Manager

This role requires a proactive, well-organized, self-motivated individual capable of organizing resources in line with the changing daily service requirements and taking an ITSM-focused approach to day-to-day operations.

The candidate must have significant experience with technology and have high analytical and problem-solving skills along with excellent written and verbal communication skills, as there will be interaction with the business and internal IT stakeholders at all levels.

The key focus of the team is to deliver a world class IT service to the firm and includes oversight of the Service Desk (SD), Identity and Access Management (IAM) and Audio Visual (AV) teams.

Principal Duties

Co-ordination of the team(s)

o Work with the SD Team Leads to ensure daily operations are managed and customer needs and expectations are met.

o Leverage the national Customer Service team to ensure the most efficient use of available resources across local vs national workloads.

o Work to ensure focus is paid to achieving KPIs, while maintaining a high level of morale and customer satisfaction.

Business Engagement

o Develop and maintain good relationships with senior leadership (Office Managing Partners, Local and National Chairs and Business Services Managers).

o Develop and review monthly performance scorecards with CIO and senior leadership.

o Develop strategic roadmaps for the teams based on requirements gathered from key decision makers.

Quality Management

o Implement and continue 'quality management' within SD, IAM, and AV to ensure customer service standards exceed expectations, and drive efficiencies and reduce incidents

o Use methods such as balanced scorecards, to review quality of live telephone calls, ticket notes and resolution details.

Knowledge & Coaching

o Where development is required, work with individuals to continually improve their service offering through 1 on 1 coaching, peer to peer development and scheduling training etc.

o Ensure there is a national approach to documentation and training for all SD, IAM, and AV staff.

o Report on progress and designing future development paths for the teams and individuals.

Escalation Management

NRFC - Job Description - Senior

Manager, Service Desk (FINAL).docx

o Act as a point of escalation for service complaints, ensuring customers concerns are addressed and reported to senior management where required.

o Act as a 'Major Incident Manager' when there is a severe impact / outage to the customers and communicate to IT / customers as necessary.

Project Transition

o Work with the project and level 3 teams to ensure successful engagement of the SD, IAM, and AV teams.

o Ensure plans are in place for Service Desk staff training of new systems prior to go-live.

o Act as an approver in the Change Approval process, on behalf of the IT support teams and the customer.

o Contribute to and approve technical designs submitted through projects.MPI does not discriminate on the basis of race, religion, sex, sexual orientation, gender identity or expression, age, disability, marital status, or based on an individual's status in any group or class otherwise protected under applicable human rights legislation.

MPI encourages applications from minorities, women, the disabled and all other qualified applicants

Capabilities and Credentials

• Minimum of twelve (12) years' work experience in technical support.
• Minimum of eight (8) years' work experience in a management role.
• Proven experience in team supervision, workload prioritisation and technical troubleshooting.
• Proven experience in setting & managing against Key Performance Indicators.
• Quantifiable experience in ITIL service management disciplines : Incident, Problem & Change.
• Ability to work with, manipulate and interpret data sets and perform analytics as needed.
• Ability to manage personal and team workloads (including management of team schedules).
• Proven ability to be able to measure and monitor the team's operational performance.
• Provide management reports and scorecards for the IT Leadership team.
• Significant experience working with high profile customers in a demanding and time critical environment.
• Ability to troubleshoot and understand the customers' requirements, to be able to deliver the right solution to meet their 'needs' rather than their 'wants'.
• Process driven, with the ability to focus on the end result / be a completer, finisher.
• Excellent written and communication skills.
• Ability to handle confidential information and use good judgement.
• Excellent training, coaching, and counselling skills.
• Knowledge of Legal technology is a benefit.
• Ability to work under pressure and time deadlines.
• Availability outside of standard working hours is a requirement.
• Must have exposure to the following :

o Vendor management and procurement processes

o Budgeting and finance processes

o Project and resource management

Bilingual (spoken and written French and English) is a benefit.

Core Team Systems Used

• ServiceNow (Incident, Change, Request, Problem, HAM, SAM)
• Qualys

Core Systems Supported

• Microsoft Windows 10 or above
• Microsoft Office O365
• ACD - Genesys Purecloud
• Adobe Acrobat Pro
• Apple products
• Printing solutions (desktop and MFD)

The global law firm has more than 3,000 lawyers advising clients across more than 50 locations worldwide

Opportunity for Growth, a great salary, Hybrid Model and Great Culture and Benefits