Full job descriptionService 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