Service Desk Team Lead - Nights
Freshfields Bruckhaus Deringer LLP
United Kingdom-Manchester
5d ago

Freshfields Overview

Freshfields Bruckhaus Deringer LLP is a global law firm with a long-standing track record of successfully supporting the world's leading national and multinational corporations, financial institutions and governments on ground-

breaking and business-critical mandates.

Our people make our firm - we are a people business and want to create a welcoming and supportive environment where all can flourish.

We see diversity as a strength which creates fresh perspectives and generates new ideas. We enjoy our work and are determined to do an outstanding job.

We deliver best when working in teams.

We think and work globally - we don’t just say we are one firm; we act like one firm right across the world. We work wherever our clients need us.

This is how we define ourselves, not by reference to where we have offices. Cross-border work isn’t just what we do, it is what we excel at.

We understand what it really takes to work across different legal systems and commercial environments and to bridge language and cultural gaps.

We aim to add value in everything we do - we are passionate about helping our clients succeed. We use our experience and creativity to help clients make judgements and achieve their goals.

In everything we do, we seek to make a real difference to the communities in which we operate.

Location Overview

The Freshfields Global Centre provides both business and legal services to the firm. Our services are delivered in a way which supports the global nature of our firm and our clients, enables our fee earners to deliver exceptional service to our clients and to do that in a way which is efficient and effective.

Our Centre in Manchester is the first site to be established in the emerging Freshfields Global operating model. Our aspiration is to establish further sites in the US and Asia-

Pacific in the coming years.

Function Overview

The IT Department is responsible for providing technology and support to enable fee earners and business services employees to operate efficiently both internally and with their clients.

The IT department is comprised of two functions, Customer Services and Technology Services. These two functions work closely together with the shared goal of delivering strategic business value through the application of technology.

IT operates as a global team with regional presence in most of our offices. Our centralised IT infrastructure is maintained and managed by Technology Services and Customer Services provides all business facing support and services.

Role Purpose

The IT Department is responsible for providing technology and support to enable fee earners and business services employees to operate efficiently both internally and with their clients.

The IT department is comprised of two functions, Customer Services and Technology Services.These two functions work closely together with the shared goal of delivering strategic business value through the application of technology.

IT operates as a global team with regional presence in most of our offices.Our centralised IT infrastructure is maintained and managed by Technology Services and Customer Services provides all business facing support and services.

The IT Service Delivery function within the IT Department manages the development, operation and technical support of the core IT infrastructure and business applications, ensuring they run efficiently, effectively and securely.

The IT Service Desk is responsible for providing IT related information and support via telephone and email to all fee earners and business services employees on a 24 / 7 basis to all Freshfields international offices.

Key Responsibilities

Reporting to the Global Service Desk Manager the Team Leader is responsible for ensuring the Key Performance Indicators are agreed, monitored and reported and as a result the service is adjusted as necessary.

The Team Leader will deal appropriately with customer escalations and complaints.

  • Responsible for the line management of the Service Desk Analysts and Second Line Support Technical Advisors covering the night shift of a 24 / 7 / 365 operation;
  • Lead the service desk shifts - driving a customer centric approach;
  • Daily monitoring and reporting of metrics to ensure the service is delivered as agreed and planned. Reporting this up for the monthly operational review;
  • Delivery of improvement actions from operational review, team meetings, 121s and appropriate means to measure their success;
  • Provide strong management of a diverse team, including recruitment, training and development, reward and recognition, and disciplinary;
  • Drive continuous service improvement within the IT Service Desk - continually identify opportunities to improve the efficiency and effectiveness of the IT services provided;
  • Subsequently prioritise and implement improvements identified including defining appropriate means to measure their success;
  • Build and maintain a high performing IT Service Desk team by driving great customer service and call quality;
  • Adhering to ITIL guidelines and working closely with the Release / Change Analyst and Problem / Major Incident Analyst and represent service delivery and the business in CAB weekly meetings;
  • Empower staff to take ownership, giving them guidance and direction as needed, deal with escalations, identify and help the team on difficult calls.

    Essential

  • Significant experience as a hands-on Service Desk Team Leader;
  • Proven record in people management;
  • Excellent interpersonal and written communication skills, able to communicate in a clear manner be able to use varying styles to suit the occasion and audience;
  • Strong ability to train, develop, motivate and mentor and support team members in correspondence with company and departmental objectives;
  • An innovative and self-motivated person, who is dedicated to the end goal of operational performance improvements in the IT Service Desk and business-wide;
  • Capable of driving the performance of the service desk team, ability to analyse and interpret metrics in order to drive the service;
  • Highly organised, structured, self-starter, with the ability to maintain and drive a positive working environment;
  • Attention to detail, ability to work to tight deadlines. Ability to mitigate risks and manage issues to resolution.

    Desirable

  • Interested and up-to-date with the latest technologies like Citrix, blackberry works, RSA, Active Directory, Microsoft Exchange and ServiceNow and changes in service delivery;
  • Previous legal service delivery experience;
  • TIL foundation qualification, or equivalent experience.

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