IT Service Delivery Lead/IT Support Lead

A fantastic opportunity has arisen for a IT Service Delivery Lead/IT Support Lead to join our London based global law firm on a permanent basis.

IT Service Delivery Lead/IT Support Lead

Key Responsibilities:

* Manage the User Support team using the Service Management toolset and provides accurate reporting on performance.
* Coaching and mentoring the team to ensure that personal development, service standards and are being consistently applied.
* Direct, motivate, delegate, and empower staff in the successful performance of their tasks and responsibilities while encouraging innovation
* Actively identify problems and look to address these with the respective team
* Carry out all relevant technical support and maintenance activities as required by Change Management, Incident Management, Problem Management, and Service Request Management processes.
* Take accountability for service delivery performance, meeting customer expectations
* Liaise with other internal support teams, internal senior management and suppliers in the day-to-day management of Incidents and Service Requests. And where appropriate initiate the escalation process for Major Incidents.
* Take ownership of major incidents, coordinate with resolution parties, and establish effective communication between stakeholders for post-incident reviews
* Attend and actively participate in all daily stand-up and team meetings
* Ensure all support calls are answered within agreed service levels and ensure users are kept informed of progress

IT Service Delivery Lead/IT Support Lead

Attributes/Skills:

* Experience working in a service desk environment
* Troubleshooting and problem-solving skills
* Experience supporting Microsoft Office
* High levels of customer engagement and communication
* Prior experience working in a legal, professional services or partnership environment
* Experience supporting satellite offices
* Remote Working and Access Technologies
* Zoom Meeting and Zoom Telephony
* Excellent communication and customer skills and an ability to work with nontechnical end-users and technical (Technology) staff
* Ability to work within a team framework, as well as under own supervision
* Flexible approach

IT Service Delivery Lead/IT Support Lead

In accordance with the Employment Agencies and Employment Businesses Regulations 2003, this position is advertised based upon DGH Recruitment Limited having first sought approval of its client to find candidates for this position.

DGH Recruitment Limited acts as both an Employment Agency and Employment Business