Service Desk Supervisor (6 Month FTC)

Service Desk Supervisor (6 Month FTC)

Hugely successful global law firm is looking for a Service Desk Supervisor to join the team on an initial 6-month fixed-term contract, supporting the Service Desk through a high period of exciting growth while helping to deliver a first-class IT support service to the London office.

What’s On Offer:

• Salary to £70,000
• 6-month fixed-term contract
• Hybrid working (3 days office / 2 days remote)
• Fantastic employee benefits
• On-site coffee bar and subsidised canteen

Service Desk Supervisor – What You’ll Be Doing:

• Provide day-to-day supervision and leadership for Service Desk Analysts
• Support employee development and conduct regular 1-2-1 meetings
• Oversee the daily operation of the IT Service Desk
• Act as the primary escalation point for complex or high-priority incidents
• Ensure incidents, requests, and escalations are handled within agreed SLAs
• Monitor ticket queues and workload distribution to maintain service levels
• Ensure all new starters requests are completed accurately and within agreed timescales
• Ensure leaver processes are actioned promptly to maintain security and compliance
• Identify opportunities to improve support processes and customer experience

Service Desk Supervisor – What We’re Looking For:

• Previous experience supervising an IT Service Desk, ideally within a law firm environment
• Strong understanding of IT Service Management principles
• Experience working with SLA and KPI driven environments
• Proven ability to lead, coach, and motivate technical support teams
• Experience managing ticket queues, joiner, mover and leaver processes