IT Service Desk Manager

IT Service Desk Manager - Legal, O365, Halo ITSM - Nottingham - 6 month Contract - Outside IR35

Role: IT Service Desk Manager

Sector: Legal

Length: 6 months

IR35: Outside IR35

Rate: £#removed# per day

The Business:

We are representing a prestigious national law firm in their search for an experienced IT Service Desk Manager to oversee IT service desk across the organisation. Responsible for managing IT support operations, standardising service processes, and driving continuous improvement across a multi-site legal environment.

The Role

As IT Service Desk Manager, you will be responsible for delivering high-quality IT services that support the firm's legal professionals in providing exceptional client service. You will lead the 1st and 2nd line support teams, ensuring efficient service management aligned with ITIL best practices.

Key Responsibilities

Service Management: Establish and maintain group-wide IT service standards while accommodating practice-specific needs.

• Process Standardisation: Implement IT policies, procedures, and workflows tailored to the legal sector.
• Service Improvement: Define and track KPIs, enhancing SLA performance, incident response times, and user satisfaction.
• Stakeholder Engagement: Act as the primary escalation point for IT service issues, ensuring transparency and collaboration.
• Vendor Management: Oversee third-party service providers to maintain high-quality IT services.

• Cross-Team Collaboration: Work closely with Infrastructure, Digital Applications, and Security teams to ensure seamless service delivery.

Required Skills & Experience

5+ years' experience in IT service management, ideally within a legal or professional services environment.

• Proven expertise in ITIL-based service delivery, with ITIL v4 Foundation certification (higher-level certifications preferred).
• Strong experience with Halo ITSM, Office 365, and legal technologies such as Document Management and Case Management Systems.
• In-depth knowledge of identity management (Active Directory, Azure AD, SSO, PIM) and compliance standards (SRA, Lexcel, GDPR).
• Strong stakeholder management and communication skills, with the ability to balance competing priorities in a fast-paced environment.