Summary: The IT Service Desk Manager will oversee IT support operations for a prestigious national law firm, ensuring high-quality service delivery aligned with ITIL best practices. This role involves managing 1st and 2nd line support teams, standardizing processes, and driving continuous improvement in a multi-site legal environment. The position is a 6-month contract based in Nottingham and classified as outside IR35.

Key Responsibilities:

• Establish and maintain group-wide IT service standards while accommodating practice-specific needs.
• Implement IT policies, procedures, and workflows tailored to the legal sector.
• Define and track KPIs, enhancing SLA performance, incident response times, and user satisfaction.
• Act as the primary escalation point for IT service issues, ensuring transparency and collaboration.
• Oversee third-party service providers to maintain high-quality IT services.
• Work closely with Infrastructure, Digital Applications, and Security teams to ensure seamless service delivery.

Key Skills:

• 5+ years' experience in IT service management, ideally within a legal or professional services environment.
• Proven expertise in ITIL-based service delivery, with ITIL v4 Foundation certification (higher-level certifications preferred).
• Strong experience with Halo ITSM, Office 365, and legal technologies such as Document Management and Case Management Systems.
• In-depth knowledge of identity management (Active Directory, Azure AD, SSO, PIM) and compliance standards (SRA, Lexcel, GDPR).
• Strong stakeholder management and communication skills, with the ability to balance competing priorities in a fast-paced environment.

Salary (Rate): £450

City: Nottingham

Country: United Kingdom

Working Arrangements: undetermined

IR35 Status: outside IR35

Seniority Level: Mid-Level

Industry: IT