Service Desk Team Leader

Practice Group / Department:

IT Regional - Service Desk Management - Newcastle

Job Description

We're Norton Rose Fulbright - a global law firm with over 50 offices and 7,000 employees worldwide. We provide the world’s preeminent corporations and financial institutions with a full business law service. As well as the relevant skills and experience, we're looking for people who are innovative, commercial and value the work that they do. To attract the best people, we strive to create a diverse and inclusive environment where everyone can bring their whole selves to work, have a sense of belonging, and realize their full career potential. We value difference and actively promote a culture of respect for each individual, encouraging and creating inclusion. Our new hybrid working model allows our people to have more flexibility in the way they choose to work from both the office and a remote location, while continuing to deliver the highest standards of service. We offer a range of family friendly and inclusive employment policies and provide access to programmes and services aimed at nurturing our people’s health and overall wellbeing.

Job description

The Team

The Service Desk is part of the EMEA Service Delivery Team and provides a single point of contact for both our London and International Offices.

The key focus of the team is to deliver a world class IT service to the business.

The Role

Reporting to the Service Desk Manager, this role requires a proactive, well-organised, self-motivated individual. The role holder must have excellent written and verbal communication skills, as there will be interaction with the business and internal IT stakeholders at all levels. Technical expertise is also required as the expectation will be that you are part of the team actively assisting in resolving issues as well as your leadership responsibilities.

The role will involve but is not limited to the following:

Team Management:

• Ensuring that your team rota is managed, and the appropriate number of staff are onsite at the prescribed times.
• Taking joint responsibility with the Service Desk Team Leader (Desktop Support and User Admin) in the absence of the Service Desk Manager
• Assist in the implementation of and adherence to ITIL processes and best practices within the Service Desk
• Assisting in measuring and reporting on KPIs and SLAs for your team

Leading the First Line Team:

• Ensuring that trend analysis and potential problem areas are correctly being identified and reported by your team
• Ensuring regular one to ones are held with these teams to discuss monthly performance, address any training needs and review status of yearly Objectives and providing the Service Desk Manager with a monthly overview of these sessions
• Ensuring that there is sufficient cover on the desk in 1st Line on a daily basis
• Monitoring the ServiceNow call queues to ensure that all tickets are handed within SLA and to the appropriate standards.

Escalation Point:

• Initial escalation point for customer escalations
• Part of the internal Service Desk escalation team, acting as a technical point of contact for the Service Desk Analysts, Senior Service Desk Analysts and Apprentices

Process Management:

• Identifying service improvement initiatives for the Service Desk and ensuring these are documented, reported up and adhered to by the Service Desk
• Assist the Service Desk Manager with the creation of, maintenance of and distribution of all Service Desk Processes

Quality Management:

• Identifying any ticket quality issues within the team by way of a monthly review, creating reports on each team member’s performance, and ensuring that any issues are acted upon quickly and efficiently
• Ensure that the monthly reporting regarding Quality Management is available to the Service Desk Manager and EMEA Service Delivery Manager on a monthly basis

Major Incident Management:

• Together with the Service Desk Manager (Desktop Support), take ownership of the Major Incident process during office hours, ensuring that all aspects of the process are followed
• Ensure that the Service Desk are aware of any Major Incidents underway, and potential workarounds for these

Skills and Experience Required

• Proven experience in team supervision, work load prioritization and resource management
• Quantifiable experience in the following ITIL service management disciplines: Incident, Major Incident and Request Fulfilment
• Some experience of the ITIL Problem and Change disciplines.
• Ability to manage personal and team workloads (including management of team rotas)
• Proven ability to be able to measure and monitor the team’s operational performance through agreed KPIs. Providing management reports for the Service Desk Manager/Customer Services Manager on both team and individual analyst performance
• Significant experience working with high profile, VIP customers, in a demanding and time critical environment
• The role requires the proven ability to prioritise personal and team workloads to meet daily, changing, business requirements. The candidate will play a very active role in the day to day ‘business as usual’ co-ordination of the team. The ability to re-prioritise team and personal workloads as required throughout the day is essential.

Candidates must have knowledge of supporting the majority of the following:

• Microsoft Windows 10 and Windows 11
• Microsoft Office 365 or above
• Signify/RSA tokens and software tokens
• iPhone devices - configuring and troubleshooting
• Printing solutions (desktop and MFD)
• Active Directory
• Dealroom / File transfer solutions
• Mimecast email management
• NexThink experience preferred
• Worksite DMS (or other Document Management Systems)
• Document Management tools
• Expert, CMS, Interaction
• Encryption software

Shift information

• The EMEA Service Desk provide support from 8am-8pm Monday to Friday on a shift basis.
• Between the Service Desk Team Leaders, onsite leadership support is expected between 8am and 8pm.
• Candidates should be willing to work additional hours as required to fulfill the requirements of the role. This may include extended shifts and occasional weekend work and you will be entitled to overtime payment for this.

Diversity and Inclusion

At Norton Rose Fulbright we value difference and promote a cu