Osborne Clarke are looking for an IT Service Desk Manager to join our Bristol office on a 12 month fixed-term contract basis. The next 12 months will be a period of significant change as we look to enable the successful implementation of Service Now.

As Service Desk Manager your primary responsibility is to lead the IT Service Desk team, with an emphasis on fostering a customer first approach, developing the skills and capabilities of the team to become knowledgeable in IT Service Management and leveraging service desk tools and software.

The role

The Service Desk Manager will be responsible for managing service desk staff and any associated service providers, developing skills and motivating team members to deliver high quality and consistent support services . Other key responsibilities include:

Team Management: Leading and managing a team of support Analysts and 3rd party resources, ensuring they are adequately trained, motivated, and equipped to handle user inquiries and technical issues effectively. Responsible for personal development and managing performance of staff

Service Delivery: Responsible for ensuring that service level agreements (SLAs) are met or exceeded. This involves monitoring service desk performance, analysing metrics and trends, and implementing improvements to enhance service delivery, including dealing with forecasting demand

Incident and Request Management: Overseeing the handling of incidents and service requests, ensuring timely resolution and customer satisfaction. Responsible for engaging on major and minor incidents to ensure that business is not materially impacted or risk is significantly reduced

Technical Expertise: While not always required, having a strong technical background can be beneficial for understanding complex issues and providing guidance to the team when needed

Continuous Improvement: Responsible for driving continuous improvement initiatives within the service desk, such as implementing new tools or technologies, streamlining processes, and enhancing the overall customer experience. They will be responsible to engaged on the ITSM project to ensure that the Service Desk adopt ITSM service model

Reporting: Preparing regular reports on service attainment and service desk performance in detail, including key metrics such as response times, resolution rates, and customer satisfaction scores, to management and other stakeholders and to respond accordingly

Compliance and Security: Ensuring compliance with relevant internal policies and procedures, as well as responding to incidents of criticality

We are looking for

• Strong leadership and team management skills
• Excellent understanding of IT service management principles and frameworks, most notably ITIL
• Experience in managing service delivery in a complex and dynamic business environment
• Strong problem-solving and decision-making skills
• Excellent communication and stakeholder management skills
• Knowledge of ServiceNow is beneficial, but not essential

Salary and benefits

We offer competitive salaries and generous benefits

For more information or to apply

We would very much welcome your application using the link provided. Should you have any questions about the role, or would like to find out more about the firm, please contact Dan Jones or Tim Jenkins at dan.jones@osborneclarke.com or tim.jenkins@osborneclarke.com.

At Osborne Clarke we value difference and encourage applicants from all social backgrounds, ethnicities, disabilities, gender identities, and sexual or romantic orientations. We want everyone to feel that OC is a place where you can be yourself and where you belong, and our range of interest groups and diversity networks - not to mention our great teams - are a part of making that a reality.

Being an inclusive employer is important to us and we are committed to ensuring every applicant's recruitment experience is free from unnecessary barriers. We have made a number of external commitments such as the Race Fairness Commitment and Women in Law Pledge, and are working with organisations like Stonewall to become a more inclusive employer. We want you to be able to show us your best during the recruitment process. If you require any adjustments to be made during the application, interview process or when working with us, please let us know.

If you have a dis/ability+, to include physical disability, hidden disability, long-term health condition or neurodivergence and meet the requirements listed in this job advert, we would be delighted to offer you a guaranteed interview. We want you to be able to show us your best during the recruitment process.

We support working families via a range of family and caring friendly policies and will accommodate flexible working where we can. We value the health and wellbeing of our people: for example, we're signatories to the Mindful Business Charter, have an active network of mental health champions and offer free initiatives and flexible benefits to all our people.

Although we include closing dates for our roles as a guide, we review and progress applications on a rolling basis.

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