IT Service Desk Manager

The Role

Express Solicitors are seeking to appoint an experienced IT Service Desk Manager to support the day-to-day operation, maintenance, and ongoing development of the firm’s IT Service Desk.

This is a hands-on leadership role combining technical support responsibilities with team management, service delivery oversight, and operational coordination. The successful candidate will be responsible for leading the IT support function, ensuring high standards of service are maintained and mentoring junior team members.

Candidates should have a minimum of three years’ experience as a Service desk Manager or equivalent role. Previous experience within the legal sector would be advantageous.

The role will involve supporting users across multiple offices and technologies, ensuring high levels of system reliability, user satisfaction, and continuous improvement across IT services.

Responsibilities

• Lead and manage the day-to-day activities of the IT helpdesk.

• Allocate, prioritise, and monitor IT support workloads to ensure service levels are achieved.

• Mentor, support, and develop junior IT team members.

• Conduct regular reviews of support performance and identify areas for improvement.

• Assist the Head of IT with operational planning, project delivery, and continuous improvement initiatives.

• Ensure IT procedures, documentation, and knowledge base materials are maintained and kept up to date.

• Manage relationships with third-party suppliers and support providers to ensure service standards are maintained.

• Promote a customer-focused support culture across the department.

• Oversee onboarding processes for new starters, including equipment setup and user access provisioning.

• Provide desktop support and troubleshooting across Windows Server 2016/2022/2025 and Windows 11 environments.

• Support and maintain printers, scanners, and other network peripherals.

• Support and administration of company mobile phones and mobile device management solutions.

• Provide support for the company telecoms and IP telephony systems.

• Assist in maintaining network security systems and IT-related security infrastructure.

• Maintain accurate IT asset registers

• Some travel to the branch office in Liverpool may be required on an ad hoc basis.

Person Specification

Essential Skills & Experience

• Minimum of three years’ experience as a Service desk manager or equivalent role

• Previous experience supervising, mentoring, or coordinating an IT support team.

• Strong knowledge of Windows operating systems and troubleshooting common technical issues.

• Good understanding of network infrastructure, connectivity, and core technologies.

• Solid understanding of computer hardware, peripherals, and endpoint support.

• Excellent analytical and problem-solving skills across a broad range of IT disciplines.

• Experience managing and prioritising workloads within a fast-paced environment.

• Experience using helpdesk/ticketing systems and working to SLAs.

• Strong communication and stakeholder management skills.

• Excellent organisational and time management skills.

• Customer-focused approach with a strong understanding of internal service delivery.

Desirable Skills & Experience

• Knowledge of Proclaim case management software and experience working with Eclipse Legal Systems.

• Experience supporting digital dictation systems and Dragon naturally speaking speech recognition solutions.

• Experience with IP telephony systems such as RingCentral or Avaya IP Office.

• Previous experience working within the legal sector.

• Exposure to Microsoft 365 administration and cloud-based technologies.

Salary & Hours

• Salary of up to £45,000, dependent on experience

• Our standard working hours are 8:30am to 5:30pm Monday-Thursday and 8:30am to 5pm Friday.