IT Service Delivery Lead/IT Support Lead

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