IT Service Desk Team Leader

In this role you lead the UK and EU IT Service Desk, ensuring high-quality support across phone, remote, and deskside channels. You will align daily priorities, monitor queues, and coach analysts to improve service levels. You act as an escalation point and drive continuous service improvements in collaboration with the EU IT Service Desk Manager. This position offers exposure to major incidents, security-focused operations, and cross-region teamwork in a forward-looking law firm.

• pension
• private medical insurance
• denplan
• season ticket loan
• discounted gym memberships
• lifestyle discount scheme

• Lead day-to-day operations of the UK and EU Service Desk with clear priorities and shift coverage
• Monitor queues, call availability, aged tickets, breached items, unassigned work and high-priority issues
• Serve as escalation point for operational and technical issues and determine next steps
• Provide operational cover for the EU IT Service Desk Manager and communicate risks and actions
• Lead, mentor and coach Service Desk Analysts and Senior Analysts to maintain service quality
• Review ticket quality, updates, ownership, categorisation and resolution detail
• Promote user-focused, empathetic, professional interactions and clear follow-up
• Oversee Halo ITSM usage and ensure incidents/requests are properly recorded and linked
• Coordinate responses during Major Incidents with stakeholder updates and follow-up actions
• Use data and feedback to identify trends and opportunities for improvement
• Develop and maintain Service Desk procedures, knowledge articles and handovers
• Prepare the team for new services and technology rollouts; support testing and transition to BAU
• Remain technically involved during peak demand and incidents; ensure secure, compliant practices

• Experience in a Service Desk Team Leader or similar leadership role in a busy support environment
• Solid ITIL-based service management knowledge (Incident, Service Request, Major Incident, Problem, Knowledge)
• Experience monitoring queues, SLAs, telephony performance, ticket quality and dashboards
• Strong technical understanding of Windows 11, Microsoft 365, Teams and Teams Phone, Entra ID, Active Directory, Intune, remote support, VDI, MDM, networking, printers and meeting-room tech
• Experience with an enterprise ITSM platform (Halo ITSM preferred)
• Experience supporting document management in legal/professional services (advantageous)
• ITIL Foundation certification or equivalent practical experience
• Clear, calm leadership with strong communication and organizational skills
• Analytical mindset with attention to detail and risk awareness
• Coaching, delegation and cross-team collaboration skills

• Clear, calm leadership under pressure
• Strong communication with diverse stakeholders
• Empathy and customer-focused mindset
• Halo ITSM
• Windows 11
• Microsoft 365