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Service Desk Supervisor

Term: Permanent
Working hours: Full-time
Team: IT Services
Location: Plymouth

We pride ourselves on being at the forefront of technological advancements within the legal profession, here's how we are supporting our people. 

What's the job?

As Service Desk Supervisor you'll supervise our highly-valued service desk team providing a first-class service to all our people across all locations.  The team are responsible for answering and logging service desk calls and, where possible, resolving incidents or escalating to the relevant specialists within the wider IT Services team.  As the Supervisor you'll take an active role in the day to day running of the service desk.  You'll need to respond to calls by playing a full and active part in the daily support rota, and be the first point of contact for any issues arising.  Reporting to the IT Services Manager you'll also review team objectives, identify trends, review processes, and resolve complex issues.

We have an ambitious list of IT projects this year so there's a lot more to come.

This is a full time permanent position based in our offices on the Hoe with spectacular views across the coastline. 

Ok so what skills are needed?

Well it goes without saying that there's a lot to learn in this role.  You'll need to get to grips with all our legal IT systems, services and processes.  Legal IT systems include document management and practice management systems.  Recent experience of using Window 7 and MS Office applications are essential.  You'll need to have strong general IT knowledge and a proven track record in service delivery as well as the ability to analyse and resolve IT problems.   You'll co-ordinate hardware and software solutions on a daily basis. Any previous legal desktop experience, IT qualification, MOUS Certificate and/or ITIL Foundation qualification will be a definite advantage.

We're also looking for proven staff supervisory skills and the ability to support, coach and develop team members.  This role requires a practical hands-on approach , analytical thinking, the ability to work under pressure and meet deadlines.  You'll motivate and enthuse the team through regular team meetings, manage the weekly staff rota, conduct probation and appraisal reviews, participate in recruitment, manage the absence process, review training requirements and deliver management reporting.

Who will I work with?

You'll be surrounded by your immediate team and work with the wider IT team who are spread across our Newcastle, Southampton, Bristol, London and Leeds offices.  You'll work with our Legal teams, Partners and Legal Directors as well as our Support teams which include Finance, HR, Facilities, Risk & Best Practice and more.  Strong communication skills are key to this role, as is the ability to communicate technical information and instructions. 

We're also looking for you to have good problem solving skills, the ability to build rapport, work under pressure, excellent team working skills and a 'can do' approach.

As a progressive law firm with ambitious plans for growth and development, our IT systems are integral to our future. To continue in this vein our team of dedicated IT professionals have a key role to play in the future of the business, ensuring the integrity of the IT infrastructure, development of new systems and excellent support to all of our employees.

So what makes it great to work at Bond Dickinson?

We're a leading commercial law firm providing a comprehensive legal service to our clients who range from FTSE 100 businesses, governmental organisations, privately managed business to wealthy individuals.

We've recently been recommended as a top tier law firm across 76 practice areas in the Chambers UK Guide to Law Firms.  We've won various awards over the past year and have an Investors in People accreditation. Our offices are all impressive and looked after by our great Facilities and Guest Services team. As you'd expect in a firm our size you'll receive a comprehensive benefits package which you can manage personally. 

But most of all – it's our people and culture that make it a great place to work.

So you're interested but have some Questions?

If this sounds like a role that you can do then we want to hear from you.  Please follow the instructions to make a formal application – just a few contact detail questions and then upload your CV. 

If you have questions about the role please do contact me Sara Casey on 0117 989 6559 (No agencies please). 

Follow the Recruitment team on Twitter @BondDCareers.

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