Service Desk Supervisor (6 Month FTC)

Job Description

Service Desk Supervisor (6 Month FTC)

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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.

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What’s On Offer:

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• Salary to £70,000
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• 6-month fixed-term contract
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• Hybrid working (3 days office / 2 days remote)
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• Fantastic employee benefits
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• On-site coffee bar and subsidised canteen
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Service Desk Supervisor – What You’ll Be Doing:

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

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